The Inbox — Saved replies

Anything your team answers twice belongs in a saved reply. Press the Saved replies button, or type / in an empty composer, and pick one — it drops into the box so you can edit it before sending. Bodies can carry the same tokens automations use, like {{record.name}} or {{workspace.name}}. They are filled in against the ticket you are answering, and you always see the finished text before it goes anywhere. A reply can also move the ticket. Give a saved reply Also set status to and Also assign to — Whoever sends it, a named teammate, or Clear the owner — and both happen when the reply is sent, not when it drops into the composer. Edit the text as much as you like first; the actions ride the send.