workflow · how to

Manage reply templates and saved replies

Follow the manage reply templates and saved replies workflow in Slack.

Goal

Build a library of reply templates and saved replies so your team answers inbound conversations with approved language, optional variables, and less repetitive typing.

When to use this

Use reply templates when the same questions arrive often: shipping updates, support escalations, policy answers, or campaign responses. Templates live at brand scope, so each brand in your organization can have its own library.

Choose saved reply variables when a template needs placeholders (customer name, order reference, tracking link) that agents fill in at send time. Variables require the Team plan or higher. Without variables, templates still work as fixed text blocks.

Admins maintain the template library. Creators and approvers use saved replies from the Engage inbox when they reply to conversations.

Before you begin

Confirm these requirements:

  • Permissions: You need admin access to create, edit, preview, delete, or duplicate templates. Non-admin users can use saved replies in conversations but cannot edit the library.
  • Plan: Saved reply variables require the Team plan or higher. Reply templates themselves are part of the Engage inbox workflow on eligible plans.
  • Brand context: Open Settings for the brand whose library you want to edit. Template lists and duplicates respect brand scope.
  • Inbox access: To test a template end to end, you need inbound conversations in the Engage inbox for that brand.

If you have not connected accounts or set up inbox routing yet, complete inbox setup first so you have conversations to reply to.

Steps

Open the reply template library

  1. Open /social and switch to Settings.
  2. Open Inbox & Replies.
  3. Choose Reply Templates.

The template list modal shows existing templates for the current brand. From here you can create, edit, preview, select, or delete templates.

Create and maintain templates

  1. Choose Create template or select an existing row to edit.
  2. Write the reply text your team should reuse.
  3. Choose Preview to review the template before you save it.
  4. Save the template. It appears in the list for the brand scope you edited.
  5. Delete templates your brand no longer uses when they would confuse agents or show outdated policy.
  6. Duplicate a template to another brand when you manage multiple brands in one organization and want the same starting text in each library.

The editor modal keeps stack context when you move between list, create, edit, and preview actions, so you return to the list after save without losing your place.

Configure saved reply variables

When your plan includes saved reply variables:

  1. Open the variable section in the template editor.
  2. Add variable names the template can reference in its body text.
  3. Remove variables that are obsolete so fill-forms stay short when agents use the template.

Templates without variables insert directly into the reply composer. Templates with variables open a fill-variables modal before insert.

Use a saved reply in a conversation

  1. Open /social, switch to Engage, and open a conversation from the inbox.
  2. In the reply composer, choose Use saved reply or insert a saved reply from the available actions.
  3. If the template includes variables, complete the fill-variables modal with the required values.
  4. Review the inserted text, edit for context if needed, then send the reply.

Variable placeholders resolve to the values you entered before send. You can still edit the composed text after insert and before publish.

Success criteria

You have finished this workflow when:

  • New or updated templates appear in the Reply Templates list for the brand you edited.
  • Preview shows the expected text before you save.
  • A saved reply inserted into a live conversation produces the correct text, with variables resolved when applicable.
  • Deleted templates no longer appear in the list or in the use-saved-reply picker.
  • Duplicated templates appear on the target brand you selected.

Troubleshooting

Reply Templates does not appear under Settings

Confirm you have admin access. The Settings Hub entry validates permissions before it opens the template list.

Variable section is missing in the editor

Saved reply variables require the Team plan or higher. On Free or Starter, templates work as fixed text without placeholders.

Fill-variables modal does not open

The template may have no variables defined. Add variables in the editor, save, and try again. If the template has variables and insert still skips the modal, confirm you selected the correct template row.

Template list is empty for the wrong brand

Switch to the intended brand in App Home, then reopen Reply Templates from Settings. Lists are brand-scoped.

Inserted text does not match preview

Check variable values in the fill-variables modal. Placeholders resolve at insert time; edit the composed text before send if you need local adjustments.

For initial inbox setup, follow Set up inbox and saved replies. For ownership and SLA behavior on conversations, read Inbox, conversations, and SLA.