Saved responses

Most answers should be written fresh by the agent. Some must not.

A refund policy, a legal line, a regulated disclosure, the exact wording your compliance team signed off: these need to arrive as written, not as the model’s summary of what was written. That is what saved responses are for. You author them under Agent, Saved Responses.

What a saved response is

A named block of text that gets sent as-is, with placeholders filled in from the conversation.

Hi {{customer_name}}, your booking {{booking_ref}} is confirmed.
A deposit of {{deposit_amount}} is due within 48 hours.

The variables are replaced at send time from what the platform already knows about the customer and the conversation. If a variable has no value, that is visible rather than silently blank, because a message reading “Hi ,” is worse than no message.

Two ways they go out

The agent uses one when the situation matches. The brief is where you say which situations those are.

An operator sends one from the inbox. This is the common path for anything sensitive: a human decides it applies, the wording is still exact.

The second one is worth designing for. A saved response is not only an automation, it is a way to stop six people writing six slightly different refund policies at two in the morning.

Languages

A response holds a version per language, under one name. The agent picks the version matching the conversation.

This is why deleting a response warns you: it removes every language at once, and the translation nobody has a copy of is usually the one that took longest.

When to use one, and when not to

Use a saved response	Use the brief or knowledge
The wording is legally or commercially fixed	The answer should adapt to the question
It must be identical every time	It should sound like a conversation
Compliance has approved this exact text	You want it to cite a source

The failure mode is over-using them. An agent answering entirely in saved responses is a phone tree with better typography, and customers can tell within two replies. Reserve them for the answers where being exactly right matters more than being responsive.

Keeping them honest

Saved responses go stale in the worst way, because they are confident and specific. A deposit amount hard-coded into the text will be wrong eventually, and it will be wrong in your own approved wording.

Two habits:

• Put anything numeric in a variable if the platform knows it. Hard-code only what genuinely never changes.
• Review them when the underlying policy changes, not on a schedule. The trigger is the policy edit, not the calendar.