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Create and use saved replies and email templates in Conversations

This feature is only available on our Conversations Pro plan.

Reply faster to your customers by using saved replies and email templates in your conversations.

✍️ Create and manage saved replies

Saved replies are useful for providing quick support for issues that require a simple, recurring answer. Saved replies can be used in any of your conversations: chat widget, emails, and socials (Instagram, Messenger, WhatsApp).

Create a saved reply

To create a saved reply:

  1. Go to Conversations > Settings > Saved replies.
  2. Click Create saved reply to open the setup modal.
  3. Name your saved reply to easily find and search for it in the list of saved replies.
  4. In the Message field, type an answer to a frequently asked question or any sentence that you often repeat while answering to your clients. You can format text and wrap links.
    conv_create-saved-reply_en-us.gif
    💡 Good to know
    The Quote, Code, and Preformatted options are only available for the chat.
  5. Click Create saved reply.

Manage saved replies

From the Saved reply page, you can:

  1. Search for a saved reply by typing a keyword in the search field, or filter them to only show the ones created by you.
  2. Click the three-dot icon next to a saved reply to edit, duplicate, or delete it.
    conv_sort-manage-saved-replies_en-us.png

📧 Create an email template

You can create email templates for your email conversations with advanced personalization, formatting, and images.

❗️ Important
To use templates in Conversations, you need to create them with the Simple Editor. Only the template's subject line and content will be available in Conversations. All agents can use templates, but only the account owner and users with relevant permissions can create, edit, or delete them. To learn more, check our dedicated article User permissions in Brevo.
  1. Go to Campaigns > Templates.
  2. Click Create Template.
  3. Click Email template.
  4. Set up your email template:
    1. Give an internal name to your template to easily find it in the list of email templates.
    2. Write a subject line. You can add personalization using contact attributes. To learn more, check our dedicated article Personalize your emails using contact attributes.
      💡 Good to know
      Other setup parameters cannot be used in Conversations, so you do not need to fill them in.
  5. Click Next step.
  6. At the Design step of your template creation, click Code your own > Simple Editor.
    conv_code-simple-editor_en-us.png
  7. Design your email template using the top bar by adding text, images, tables, contact variables {}, etc. You can also use the HTML view <> for advanced customization.
    conv_simple-editor-template_en-us.png
  8. Click Save & Quit.

You can now use your email template for your email conversations. There's no need to activate it.

💬 Use a saved reply or email template in your conversations

Now that your saved reply or email template is created, you can use it to reply faster to your customers.

Saved replies Email templates

To use a saved reply:

  1. From any conversation, press / on your keyboard or click /... in the message text field.
  2. Enter a keyword contained in your saved reply or search for it in the Saved replies tab.
    You can click the eye icon to view the entire saved reply, or click the gear icon to access the Saved replies page where you can edit, duplicate or delete them.
  3. Press Enter or click on the desired saved reply to automatically add it to your message.Conversations_-_Saved_reply__.gif.gif
  4. Before clicking Send, you can edit your saved reply or add other content to it.

 

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

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