Saved replies
Create reusable replies, insert them with slash shortcuts, and review usage and plan capacity.
Open Saved replies to keep common answers in a shared workspace library. Insert a reply into a conversation, personalize it, and send it when ready. Saved replies help your team answer consistently without retyping the same text.
Before you start
Who can do this: the owner or members whose role includes sending messages can view and use saved replies. Creating, editing, deleting, and viewing usage by agent requires permission to manage saved replies.
Create a saved reply
Open the editor
Select New reply on Saved replies.
Add a title and shortcut
Fill Title (1) with a name your team can recognize. Fill Shortcut (2) without the leading /. Use lowercase letters, numbers, underscores, or hyphens. Each shortcut must be unique in your workspace.
Write the body
Fill Body (3). Use Contact name or Contact phone to insert a variable at the cursor. Check Live preview.
Add an attachment and save
If needed, choose a file under Attachment (optional). You can attach one JPEG/PNG image, MP4/3GP video, or PDF document. The body becomes its caption. Select Save reply.
The title allows up to 80 characters and the shortcut up to 32. The body allows up to 4,096 characters, or 1,024 with an attachment. The body counter shows the current limit. A body is required even when you attach a file.
Insert a reply into the composer
Who can do this: the owner or members whose role includes sending messages in the selected conversation.
Find a shortcut
In the conversation's Message field, type / at the start or after a space. Continue typing the shortcut to narrow the matching replies.
Insert the reply
Use Up/Down to choose a suggestion, then Enter or Tab to insert it. You can also open Saved replies and search for a reply, or select a suggestion above an empty composer.
Review and send
Check the text, variables, and attachment. Personalize the draft, then select Send.
Choosing a saved reply inserts a draft; it does not send it. A closed WhatsApp reply window prevents insertion. Use a message template instead.
The slash shortcut replaces the shortcut text. Choosing from the picker or suggestion cards replaces the composer text. If the saved reply has an attachment, it replaces your current attachment too.
Contact variables are filled when you insert the reply, using details available to you. If a detail cannot be filled, its variable stays in the text and the composer reports it. Replace any unfilled variables before sending.
Edit, delete, or save from a message
On Saved replies, open a reply's actions and choose Edit, then Save reply. To remove a reply, choose Delete, then confirm with Delete reply. Messages already sent stay in their conversations.
You can also choose Save as reply from an eligible message's Message actions. It starts a reply with the message text or caption. It does not copy the message's attachment.
Review usage
The library shows Last 30 days, Total uses, and Last used. Use Search saved replies (1) to search a title, shortcut, or body. Open a row to see its preview and totals. Check Saved reply capacity (2) before creating another reply.
Members who can manage saved replies also see By agent, last 30 days in the detail panel. Displaying member names there requires permission to view workspace members.
A use is counted after a message using the reply is accepted for sending. Inserting a draft alone does not count as a use. Usage counts are not delivery confirmations.
Plan capacity and locked replies
The Saved reply capacity meter shows how many replies you have and your current limit. Capacity depends on your plan. New reply is disabled when the limit is reached.
Replies over your plan's limit appear with a lock. You can view them, but cannot edit or use them. Members who can manage saved replies can delete locked replies. Delete replies or upgrade your plan to make replies usable again. Locked replies still count toward capacity.
Troubleshooting
If a shortcut is already used, choose another. If the body contains an unknown variable, use the editor's Contact name and Contact phone buttons instead.
If an attachment is unavailable or fails to upload, remove or replace it before saving. If the library cannot load, use its retry action.
See reply to customers and plan usage.