---
title: "Saved replies"
description: "Replies your team sends often, kept once and ready in the Inbox."
source: https://hiy.ai/docs/saved-replies
---

# Saved replies

A saved reply is a reply your team sends often, kept once for the whole workspace. Anyone who works the Inbox can pick one. Only an owner or an admin can edit or delete one.

## Add one

1. **Open Workspace › Saved replies** — Press **New reply**, or press **Use** on one of the three starters: **We're on it**, **Book a call** and **Did that help?**.

2. **Write it** — Give it a name and write the reply. Press a fill-in under **Insert** to put it where your cursor is. The preview on the right shows how it reads for a real person from your Inbox.

3. **Press Save reply** — It is ready in the Inbox straight away.

## Fill-ins

A fill-in is a blank hiy fills from the conversation, so one reply fits everyone.

- **first name** (`fill-in`) — The visitor's first name, or "there" when they gave none.
- **your name** (`fill-in`) — Your own first name.
- **workspace** (`fill-in`) — Your workspace's name.
- **agent name** (`fill-in`) — The agent the conversation is with.
- **booking link** (`fill-in`) — That agent's booking link, from its handover settings. If it has none, hiy asks you for it before the reply goes in.

Anything else in curly brackets stays as you typed it.

## Use one

- **In a chat you took over**, press **Saved replies** beside the reply box. The reply goes in at your cursor, and you can edit it before you send.
- **For an email**, press **More** then **Email a saved reply**. Your mail app opens with the reply filled in. A very long reply is copied instead, or shown for you to copy, and you paste it.
- **From a reply you already sent**, press **Save for reuse**. Names and links from that conversation are offered back as fill-ins, ticked, so the saved reply works for the next person.

**Good to know:**

- A workspace keeps up to 200 saved replies, and each name can be used once.
- **May suggest** is a Preview: an agent offering a saved reply as a draft isn't live yet.
- Saved replies are part of your [data export](/docs/settings).

## Related

- [Handing over to a person](/docs/handover) — Take over a chat, reply, and hand it back to your agent.

- [Follow-up requests](/docs/follow-ups) — The Inbox, where each reply goes.