Saved replies are pre-written messages with optional variables (customer name, order ID, refund amount). They live in your workspace and sync across every agent.
Create one
Settings > Saved replies > New. Give it a name (what your team will search for), a body (with variables in {{double braces}}), and tags. Click Save.
Use one
In the composer, press Cmd+/ or type / followed by the saved-reply name. Pick from the dropdown. Variables auto-fill from the conversation context where possible. Edit and send.
Variables you can use
{{customer.name}}, {{customer.email}}, {{order.id}}, {{order.status}}, {{agent.first_name}}, {{workspace.name}}. Custom variables can be added in Settings > Custom fields.