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Saved replies are short pieces of text your team can drop into a conversation instead of typing the same answer again. They are written by your team, used by your team, and are not the same as a WhatsApp template. Saved replies are configured per inbox, so each inbox carries its own set.

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Saved replies and WhatsApp templates

These two are easy to confuse, so it is worth being clear about the difference. Inside WhatsApp’s 24 hour customer service window, a saved reply sends like any other message. Once that window closes, WhatsApp no longer accepts free text, and an approved template is the only way to reach the guest. A saved reply is a shortcut for your team. A template is a permission from WhatsApp.

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Adding a saved reply

  1. Open the Saved Replies tab for the inbox
  2. Select Add reply
  3. Give it a Name, for example Early Check-In. This is what your team sees when they pick the reply, so make it something recognisable at a glance
  4. Enter the Reply text that gets inserted into the conversation
  5. Select Create reply
Both the name and the reply text are required.

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Editing and deleting a saved reply

Each saved reply in the list has a menu on the right with two options:
  • Edit reopens the reply so you can change its name or text
  • Delete removes it from the inbox
Name saved replies after the situation rather than the wording, for example Late Checkout Declined rather than Sorry, we cannot. Your team searches by what is happening, not by how the message starts.

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Frequently asked questions

Inside the 24 hour customer service window, yes. A saved reply is ordinary message text, so it sends like any other reply while the window is open. Outside that window WhatsApp requires an approved template instead. See Connect WhatsApp and WhatsApp templates.
No. That requirement applies only to WhatsApp templates. Saved replies are created and changed by your team with no external approval.
No. They are set up per inbox, so a reply created on one inbox does not appear on another. Create it again on each inbox that needs it.
A saved reply drops text into the composer, so treat it as a starting point rather than a finished message and adjust it to the conversation before sending.
If your team sends it by hand and the wording rarely changes, a saved reply is the right home. If the answer should be given without anyone stepping in, it belongs in your knowledge base or agent instructions so the agent can use it.