Standard replies, shortcuts, categories and visibility
Create reusable responses globally or per account and control whether all authorised staff or selected staff can use them.
Guides in this workflow
Select the exact setup, Inbox, verification, automation, portal, audit or troubleshooting action you need.
Open Standard Replies
View the reusable-reply form and existing entries allowed by the current permissions.
Create an account-specific standard reply
Choose one managed account, enter the required title and text, configure visibility and save.
Create a global standard reply
As an administrator, choose All accounts so the reply can appear across accessible accounts.
Enter a standard-reply title
Use a clear required title no longer than 191 characters.
Configure a slash shortcut
Enter an optional shortcut such as /hello within 80 characters.
Organise replies by category
Use a category up to 100 characters; leave or enter General for the default grouping.
Write standard-reply text
Enter the reusable body and keep it within 10,000 characters.
Set standard-reply sort order
Use 0–10,000; lower values are listed earlier before title ordering.
Make a standard reply active or inactive
Clear Active to retain the record without offering it in Inbox.
Allow all authorised staff
Choose All authorised staff so any staff member who can use that account and reply can select it.
Restrict a reply to selected staff
Choose Selected staff only and select the allowed staff members.
Understand selected-staff visibility
Know that a selected reply is excluded for a staff member not stored in its visibility mapping.
Use a standard reply in Inbox
Open a conversation, select the reply from the list, review or amend the inserted text and send it.
Edit a standard reply
Select the edit action, update fields and save without creating a duplicate.
Delete a standard reply
Confirm deletion; the reply and its selected-staff mappings are removed permanently.
Clear the standard-reply form
Select Clear to reset the editor for a new record.
Understand reply ordering in Inbox
Replies are grouped and ordered using account applicability, active state, category, sort order and title.