What is a saved reply?

A saved reply is a reusable, pre-written message that support agents insert to answer common questions in a couple of keystrokes. It's the same idea as a canned response (a library of vetted answers the whole team shares), built to make repetitive replies fast and consistent.

How saved replies work

You write the answer to a recurring question once, save it, and any agent can drop it into a conversation instantly, usually with placeholders for the customer's name and details. A shared library means everyone sends the same accurate, on-brand answer — no reinventing the reply or copy-pasting from a doc.

Building a good library

Start from your most frequent tickets, write clear answers with editable placeholders, and keep the set pruned and current. A focused library of genuinely common replies beats a sprawling one nobody can find their way around. Review it as your product and policies change.

Browse our free saved replies & macros library →

Compare Help Scout alternatives on saved replies →

Selvo Shared Inbox

Run support from one inbox, not a free-for-all

Selvo's shared inbox turns email into real support: assignments, internal notes, saved replies, SLA tracking, and CSAT — without the duplicate replies and dropped threads a plain distribution list creates.

See how Selvo Shared Inbox works

Questions about Saved Reply

Are saved replies the same as canned responses?

Yes — they're different names for the same thing: reusable pre-written replies. "Saved reply" and "canned response" are used interchangeably across tools. See canned response.

How many saved replies should I have?

Enough to cover your most frequent questions, but no more than the team can navigate. Quality and findability beat quantity — prune ones that go unused.

Related terms

Canned Response

A canned response is a pre-written reply that support agents reuse to answer common questions quickly and consistently. Also called saved replies or macros, they cut repetitive typing and keep answers accurate — but they should be personalized with the customer's details so they don't feel robotic.

Macro (Customer Support)

In customer support, a macro is a reusable action that inserts a pre-written reply and can also perform steps like setting a status, adding tags, or assigning the ticket — all in one click. It's a canned response that does more than text, automating the routine handling around a common reply.

First Response Time (FRT)

First Response Time (FRT) is the average time between a customer reaching out and getting the first human (or AI) reply. It's a first impression metric: a fast first response reassures customers their issue is being handled, even if the full resolution takes longer. It strongly influences satisfaction.

Browse the full customer support glossary →