Saved Replies
The Saved Replies screen allows the support user to edit and view all saved replies for Conversations. Personal replies can be edited in various ways, while shared replies can be edited by admins.
Shared Replies
The Shared Replies screen shows all replies shared with members of the organization. These are often used to communicate common end user situations such as notifying the end user their account is locked or requesting verification for a password reset.
Non-admin users can perform the following actions by selecting the More icon:
- Duplicate to My Replies
- Creates a copy of the reply and adds it to the My Replies section, allowing the support user to edit to their own needs.
- Hide from menu
- Hides the reply from display in the Saved Replies menu, clearing little-used replies from direct view.
- View details
- Views the full title and message for the selected reply.
Admin users can perform the following actions by selecting the More icon:
- Edit
- Edit the shared reply, reflecting changes to all support users utilizing the reply.
- Duplicate
- Copies the reply to the Shared Replies section for additional editing.
- Delete
- Removes the reply from the Shared Replies list.
- Hide from menu
- Hides the reply from display in the Saved Replies menu, clearing little-used replies from direct view.
Admin users can also utilize the Add a reply button on this screen.
My Replies
The My Replies screen shows all replies saved for a single Support user. These can be added via the Add a reply button or by copying an existing reply from either Shared Replies or My Replies.
All support users can perform the following actions by selecting the More icon:
- Edit
- Edit the shared reply, reflecting changes to all support users utilizing the reply.
- Duplicate
- Copies the reply to the My Replies section for additional editing.
- Delete
- Removes the reply from the My Replies list.
- Hide from menu
- Hides the reply from display in the Saved Replies menu, clearing little-used replies from direct view.