Saved replies are the swiss army knife of support tooling. Most teams over-invest in creating them and under-invest in retiring them. The audit findings, and the five that earn their keep.
The audit
I looked at 30 customer workspaces' saved-reply usage logs over the last 90 days. Average team had 53 saved replies. The top 5 accounted for 71% of all uses. The bottom 30 accounted for under 4%.
The five that matter
“Top 5 saved replies account for 71% of all uses. The other 48 are clutter.”
(1) 'Looking into it now.' Used as the holding reply. Sets the customer's expectation that you saw the question and you are working. (2) 'Where to find your order details.' For ecommerce: the canned answer to the 'where is my order' question. Variable for order ID. (3) 'Refund requested, here is what happens next.' Customer-facing version of the refund flow. (4) 'Migrating from [competitor].' For B2B SaaS support: the path to switch. (5) 'Closing this out, anything else?' The professional close. Increases CSAT response rate by about 12% across teams that use it.
The cleanup process
Every quarter: open the saved-replies report. Sort by 30-day use count, descending. Anything with under 5 uses in 30 days, archive. You can always restore. The active list of 8-12 saved replies is way more findable than a list of 50 you have to scroll through.