Overview
Saved Replies allow you to quickly respond to frequently asked questions or other inquiries with consistent, pre-drafted messages. This feature saves you time by eliminating the need to retype the same responses and ensures consistent communication across all your interactions.
You can use Saved Replies with Email, SMS, and Messenger (live chat) conversations.
Creating Saved Replies
There are several ways to create a Saved Reply in Element451:
Save a Message Directly from a Conversation
Save a Message Directly from a Conversation
While replying to a message:
Type your response in the conversation window.
Click the Save a Reply button (floppy disk icon).
Provide the following details:
Name: Give your Saved Reply a clear, descriptive name.
Channels: Select the channels (Email, SMS, Messenger) where the reply can be used.
Content: Add the message content. For Email, include a subject line in addition to the message.
Click Save.
Create Saved Replies from the Saved Replies Menu
Create Saved Replies from the Saved Replies Menu
If you’re already in a conversation:
Click the clipboard icon (Saved Replies) to open the Saved Replies menu.
From the menu, click Create to open the creation sidesheet.
Provide the following details:
Name: Give your Saved Reply a clear, descriptive name.
Channels: Select the channels (Email, SMS, Messenger) where the reply can be used.
Content: Add the message content. For Email, include a subject line in addition to the message.
Click Save.
Pro Tip: You can also Manage your Saved Replies from this menu. Click the Manage button to open a sidesheet to edit or delete existing replies.
Create Saved Replies in Conversation Settings
Create Saved Replies in Conversation Settings
Go to Engagement > Conversations > Conversation Settings.
Under the General tab, find the Saved Replies section.
Click + Create Reply.
Fill in the following:
Name: Add a descriptive name.
Channels: Choose the channels for your Saved Reply.
Message Content: Add the message for each channel. For Email, include a subject line.
Save your reply.
Managing Saved Replies
To edit or delete Saved Replies:
Navigate to the Saved Replies section under Conversation Settings:
Engagement > Conversations > Conversation Settings > General > Saved Replies
Locate the reply you want to manage.
Click the three vertical dots icon next to the reply.
Select Edit to update the reply or Delete to remove it.
You can also manage Saved Replies directly from the Saved Replies menu while in a conversation by clicking the Manage button.
Inserting a Saved Reply into a Conversation
To insert a Saved Reply into a conversation:
With a conversation open, click the clipboard icon (Saved Replies) in the message toolbar.
The Saved Replies menu will open.
Scroll through the list or use the search bar to find a specific reply.
Click on the reply to insert it into your message.
Make any necessary adjustments before sending the message.
Pro Tip: You can create or manage Saved Replies directly from this menu without leaving the conversation. Simply click Create or Manage to open the sidesheet.
Enhancements for Saved Replies
Saved Replies support the following enhancements to make your responses more engaging and efficient:
Image Attachments: Include visuals directly in your Saved Replies.
Emojis: Add emojis to personalize and add a friendly tone.
Loom Videos (additional purchase required): Embed video links from Loom.
Covideo (additional purchase required): Share video messages using Covideo.
Using Tokens in Saved Replies
Tokens allow you to dynamically personalize your Saved Replies with details about the recipient, sender, or institution. The following tokens are supported:
External Participant Tokens:
User First Name: [user:first-name]
User Last Name: [user:last-name]
User Preferred Name: [user:preferred-name]
Sender Tokens:
Sender First Name: [sender:first-name]
Sender Last Name: [sender:last-name]
School (Institution) Tokens:
Institution Name: [client:name]
These are the only tokens supported at this time.
