Saved reply
A saved reply is a pre-written response template stored in a support tool so agents can insert it into a reply with a single action.
Saved replies are used for questions that repeat often — order status inquiries, how-to explanations, policy clarifications. By storing the approved answer once, teams ensure every customer gets a consistent, accurate response.
Most help desks and shared inboxes have a saved-reply library. Agents can browse or search by keyword and pull the reply into the compose window, then personalize it before sending.
Saved replies are similar to macros but the distinction is subtle: in some tools "macro" implies it can also trigger actions (change status, add a tag), while a saved reply is purely about text. In everyday usage the terms are often used interchangeably.