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AurionAI

Use saved replies and the reply template

4 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can use saved replies. Read-only users cannot. Only Admin and Owner create saved replies.

Saved replies are ready-made texts for common answers. Your administrators write them once for the whole organization, and every agent can insert them. The reply template is the standard frame of your organization's emails, for example a greeting and a closing. This article shows how to use both. WhatsApp templates are a different thing: read Reply on WhatsApp.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner, or an additional role gives you Manage conversations. Read What your role allows in the inbox.
  • Your administrator has created saved replies. They do this in Configuration, on the page Saved Replies. Read Saved replies.

Steps

Insert a saved reply from the list

  1. Open the conversation. Below the messages, check that the tab Reply is selected.
  2. Click in the text box where the saved reply should go.
  3. Below the text box, select Canned replies. A list opens with a search box.
  4. Type a few words of the title or the text to search. Each saved reply shows its title and, if it has one, its shortcut.
  5. Select the saved reply. Its text is inserted where your cursor is.
  6. Read the text, adapt it to the customer, then send it.

The list of saved replies opened from the reply box, with its search box

Insert a saved reply with its shortcut

Saved replies can have a short code. In the text box, type / and then the code, for example /welcome:

  • While you type, a list Saved Replies shows the matching saved replies. Select one to use it.
  • Or type the full code followed by a space. AurionAI puts the text of the saved reply in the text box.

Both ways replace only the code: the text you typed before stays. Shortcuts also work in notes.

The language of saved replies

When AurionAI knows the language of the customer, it inserts the version of the saved reply in that language. If the saved reply has no version in that language, you get the English version, or the original text. Read the text before you send it.

Load the reply template

The reply template is available in email, chat and web widget conversations.

  1. In the bar above the text box, select Template.
  2. The template is inserted where your cursor is. AurionAI fills in the name of the customer, your name and the name of your organization's support portal. When AurionAI knows the language of the customer, the template is in that language; otherwise it is in the language of your dashboard. If it does not exist in that language, you get the English version.
  3. Write your answer inside the template, then send it.

The button Variables, next to Template, explains the placeholders that a template can contain.

Result

The text of the saved reply or the template is in your reply. Nothing is sent until you select Send reply.

If something goes wrong

  • The list shows No saved replies found. No saved reply matches your search, or your organization has none. Try other words. Ask your administrator to create the saved replies you need.
  • The saved reply is in the wrong language. It has no version in the language of the customer. Translate it yourself, or use the translation bar above the reply box. Read Reply by email.
  • A message says The reply template could not be loaded. Try again. If it still fails, ask your administrator to check the reply template of your organization. Read Notification templates.
  • The inserted text contains words in double curly braces, such as a name placeholder. Replace each one with the real text, or delete it, before you send.
  • Template is missing. The reply template is not available in WhatsApp conversations.

Still stuck? Submit a request or .