Answer the same question without typing it again
Saved replies are messages you write once and reuse for the rest of the year. Your team inserts them mid-conversation with a couple of keystrokes, so the wording stays right even on a busy day.
Most support conversations repeat: opening hours, delivery times, how a refund works. If your agents retype those answers, they get slower and the wording drifts. This is for any team that answers the same handful of questions every week.
Step by step
Open your saved replies
In cloud.vera.support, go to Settings > Admin > Saved replies. Every pre-written message your team can insert lives here.
Write a reply and name it
Add the message text your agents will send. The name matters, because it is what an agent types to pull the reply in, so name it the way you would search for it.
Add line breaks where you need them
Use \n in the reply text to start a new line. That keeps longer answers, such as a list of steps, readable in the chat.
Insert a reply while chatting
In the conversation, type # followed by the saved reply name, then a space. The space is what drops the full message into the reply box.
Browse when you cannot recall the name
Type ## to open the saved-replies pop-up and pick from the list. This is the fastest route for new agents who have not learned the names yet.
Settings reference
| Setting | What it does |
|---|---|
| Settings > Admin > Saved replies | The list of pre-written messages your agents can insert into any conversation. |
Good to know
The space is part of the shortcut
Typing # and the name is not enough on its own. The reply is inserted when you add a space after the name.
Line breaks are written, not pressed
To split a saved reply across lines, put \n in the text where the break should fall.
Names are your search terms
Agents find a reply by its name, both after # and in the ## pop-up. Short, obvious names beat clever ones.
Copilot joins the search
When your chatbot is active, searching saved replies also returns chatbot suggestions alongside your own. You can ask the chatbot to suggest a reply based on what you searched for.
Copilot suggestions use AI credits
The chatbot side of this runs on AI credits that you top up. Plain saved replies that you wrote yourself do not depend on it.
Common questions
How does an agent insert a saved reply?
What if the agent cannot remember the name?
Can a saved reply have more than one paragraph?
Where do I create and edit these?
Does the chatbot get in the way of my own replies?
Is this on every plan?
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