Create Saved Replies

Estimated Time of Completion: 2 hours

Having a content library with Saved Replies lets you plan your outgoing messages while also storing replies to arm your customer care team with the answers to respond quickly and accurately. A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. 

Your Doer is experienced in creating saved replies in Helpscout. 

You can then automate one step further by giving your Doer an email template they can use to email your answers from the spreadsheet to the customer to provide exceptional support.

TO BRIEF YOUR DOER:

• If you're utilising the Project Management Tool; *Basecamp, add this as a task to your project's To Do's
  •  You'll need to describe the task. We'd recommend 'Create Helpscout Saved Replies: IM0011'
  • Assign the To-Do to your Doer
  • Set Due Date
  • Add notes: 
    • You can provide your Doer with this URL in order to provide them with context on the task. 
    • You might already have some content ready to be put in to saved replies (eg. FAQs) in which case, provide the link to your Doer and they can transfer them from your document over to Helpscout in to Saved Replies.
    • If you don't have a document put together and your Doer is currently working in your emails and Facebook group(s), you could ask their input on the most frequent questions/responses that can then be drafted in to saved replies for your approval.
    • Don't assume - particularly if you're just starting out with your Doer it's always best to provide as much information as possible. If you have extensive notes, we'd recommend recording a Loom.