Anyone who sells through chat knows most questions repeat. How much is it, how long is delivery, which account do I pay, what sizes do you have. Typing each answer again takes dozens of rounds a day, and the faster you type the more mistakes slip in. Saved replies fix that. This post explains what they are, which answers to keep and how to write them so customers still feel they are talking to a person.

What is a saved reply?

A saved reply is an answer your shop writes once and keeps. When a customer asks the same thing again, the person in the chat picks it and sends it in seconds instead of typing it all. Unlike a chatbot, a person still presses send, so they read the question first and choose the answer that fits.

In Easyrobin they live under the library menu (คลังข้อมูล › คำตอบสำเร็จรูป), and you use them in the unified inbox. Replies in the shared tab are one set for the whole team, so customers get the same answer whoever replies.

Which answers should you save?

The easiest way is to scroll back through one week of chats and count which questions come up most. Most shops end up with something like this:

prices and the promotion running now
shipping cost, delivery time and the carrier you use
how to pay: the account number or the shop's PromptPay QR
how to order, step by step
sizes, colours and how to measure
opening hours and when replies are slower
exchanges and returns
after-sale messages, such as letting the customer know the parcel is on its way and saying thank you

Start with the 5 to 10 answers you use most and add more later. A library that is too big from day one is hard to search, and nobody uses it.

What saved replies in Easyrobin can do

One saved reply, several messages

A saved reply holds 1 to 5 messages: text, or an image, video or file from your media library. For example, the first message explains how to pay and the second is your shop's QR, sent together in one go. You can also add up to 10 cards, each with a picture, a name and a link button, handy for showing several products.

The customer's name, with a variable

In a text message you can add variables. When you send, they turn into the real values for that chat. The variables are business name, customer name and social media account name. Write Hello followed by the customer name variable, and the customer sees their own name, not a message that looks sent to everyone.

Type / and pick

While chatting, type / in the message box followed by a word you remember, and the matching saved replies appear right away. Move with the arrow keys and press Enter, so your hands stay on the keyboard. You can also give each reply a short keyword to call it up. Or press the saved replies button next to the message box and choose from the full list.

Edit before every send

Picking a saved reply does not send it. It appears above the message box first, where you can change it or cancel: add a tracking number, change a quantity, or add a line that fits the conversation, then press send. This matters, because answers fired straight from a library without reading the question are the main reason customers feel they are talking to a bot.

Topics, teams and personal replies

Give replies topics such as payment, delivery and after sale, and set which teams a reply belongs to, so shops with several teams can keep each team's answers apart. Besides the shared tab there is a personal tab for replies only you use.

Writing saved replies that don't sound like a bot

Write the way you really talk to customers, with the same tone and polite endings your shop always uses.
Use the customer's name where it fits, not in every message.
One reply, one topic. If a customer asks two things, send two replies, or combine them and edit before sending.
End with a question that moves things forward, such as which colour would you like, or do you want express delivery.
Always read the question before you pick. A correct answer to the wrong question is worse than a slightly slower reply.

Short of ideas? See customer chat reply examples for 12 situations and new-customer greeting message examples for LINE, then turn them into your shop's saved replies.

Keep your library up to date

Prices, promotions and shipping costs change. An old answer is how a wrong price reaches a customer. Keeping answers in one place means you fix it in one place instead of telling everyone on the team. Give one person the job of looking after the library, and check it every time the shop changes a promotion.

Saved replies or a chatbot?

A chatbot answers on its own with nobody pressing send. It suits questions with a fixed answer and replies outside opening hours. Saved replies let a person choose and edit before sending, which suits questions that need context. Most shops use both. Read more in set up a chatbot that still hands over to people.

Summary

Saved replies make you faster, keep the whole team consistent and cut typing mistakes. Start with your 5 to 10 most common questions, add the customer's name, give each reply an easy keyword, and read the question before every send. If several people answer chats, also see how to split chat work across your team.

Saved replies: answer chat faster, still sound human