Support and sales answer the same questions day after day. Saved Replies turn that repetition from a burden into an advantage.
What Saved Replies are
Saved Replies – or canned responses – are pre-written, reusable answers to questions that keep coming up. Instead of retyping every enquiry, you insert the right, already well-considered answer in seconds. The result: faster response times, fewer typos and the same reliable information for everyone.
Why every good answer deserves to be saved
You write the best answer to a question exactly once – and then use it again and again. That not only saves time, it ensures consistency: every customer gets the same carefully worded answer. As a rule of thumb: the moment you type an answer a second time, it belongs in your saved replies.
How Saved Replies work in HeroChat
In HeroChat the right saved reply is always just two keystrokes away.
Four steps to a finished answer
- Type ## in the reply field – the saved-reply search opens instantly.
- Enter a keyword and pick the matching entry with the arrow keys ↑ ↓.
- Enter inserts the answer – you keep writing seamlessly.
- Another saved reply? Just type ## again and insert the next one.
Turn every strong answer into a saved reply
The best saved replies come out of real conversations. That's why you can save every sent answer – from any agent, in any chat – with a single click: hover over the message, open the context menu behind the three dots and choose "Save as Saved Reply" or "Train chatbot". This way your knowledge base grows almost by itself – with every good answer your team writes anyway.
Q&A and help articles included
HeroChat doesn't just search your saved replies. All of your stored questions & answers (Q&A) and help articles can be included in the same search too. One ##, one keyword – and your team taps into all of your knowledge, whether it's a saved reply, a Q&A entry or a help article. Support becomes as fast and convenient as it should be.
Faster, cheaper, more consistent
No one writes the same answer twice – which saves a great deal of time, and with it money. What that means in concrete euros is shown in our article "What every reply really costs".
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