Respond1:11
Use saved replies in the inbox
Combine inbox review with saved response blocks so common replies stay consistent.
Expected outcome
A saved reply is inserted, reviewed, and prepared from the inbox workflow.
Steps
- 1Open Inbox and choose a message.
- 2Open the saved replies area.
- 3Select the response that matches the customer situation.
- 4Edit the reply for context.
- 5Send or save the response based on the current workflow policy.
Acceptance checklist
- Check: The selected saved reply fits the actual message.
- Check: The reply is reviewed before sending.
- Check: Escalation cases are not answered from a generic template.
- Check: The final response remains tied to the brand and conversation.
Notes
- Saved replies work best for routine questions. Escalate angry, legal, billing, refund, or security cases.