Saved responses
Reuse personal, team and website replies in the right language and insert them through the response panel or a shortcut.
What it is
Saved Responses hold reusable replies so you do not need to type the same answer repeatedly. Responses can belong to you, a team or the website and can contain separately authored language versions. Insert a response, check it in context, then send it through the normal composer.
Who uses it and why
- Operators use replies and maintain personal responses where enabled.
- Operators with the Team Leader role maintain responses for their teams.
- Operators with the Settings role manage website responses, subsite associations and shared content access; Powerfront manages supported languages.
Where to find it
Open Saved Responses beside the conversation composer. With the Settings role and Saved Responses permission, manage shared content in Settings › Chat › Saved Responses; the Team Leader role grants access for team responses. Manage personal content in Settings › Account › My Account › My Saved Responses where enabled.
How it works
- Open a conversation and find a response in the side panel, search, or type a slash followed by a defined Shortcut.
- Select the response and inspect the inserted text before sending.
- Check that names, links and any available macros have resolved appropriately.
- Send the reply through the conversation composer.
The picker considers personal and shared content, team membership, subsites and platform. Chat responses can also be available for supported social text conversations; Email and Text responses follow their relevant picker rules. Response use is recorded with the operator and language.
Configure it
Choose New in the appropriate response list. Set Category, Platform, and any shared Team or Subsite restriction. Complete Title and Response Message in the required language tabs. The default language needs a non-empty response.
Use Text or HTML as appropriate, set an optional Shortcut, and add BCC for shared email responses when needed. Use Exclude from AI Knowledgebase for content that should not enter that knowledge source. Save the response.
Operators with the Settings role and Saved Responses permission can use Import and Export for shared content. Disable OP Saved Responses controls the personal response experience; Powerfront can change it for you. The Settings role grants access to Expand saved responses by default and Disable Saved Responses Keyword Auto-complete in Settings › Chat › General Settings.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Disable OP Saved Responses | Settings › General Settings › Admin | website | Off when unset in the console | Powerfront | Hides operators' personal response creation and use controls in the console. |
| Expand saved responses by default | Settings › Chat › General Settings | website | Off when unset in the console | Settings role | Opens response categories expanded instead of collapsed. |
| Disable Saved Responses Keyword Auto-complete | Settings › Chat › General Settings | website | Off when unset in the console | Settings role | Disables keyword suggestions while retaining the response panel and defined slash shortcuts. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Category | Settings › Chat › Saved Responses | No | Groups the response in the list; uncategorised responses are grouped separately. |
| Platform | Settings › Chat › Saved Responses | No | Limits the response to Any, Chat, Email or Text as supported by the response picker. |
| Team | Settings › Chat › Saved Responses | No | Restricts a shared response to the chosen team; no team makes it website-wide. |
| Subsite | Settings › Chat › Saved Responses | No | Associates a shared response with selected subsites for filtering and operator access. |
| BCC | Settings › Chat › Saved Responses | No | Supplies blind-copy recipient information when a shared email response is inserted. |
| Title | Settings › Chat › Saved Responses › Language tab | No | Names the response in the selected language. |
| Shortcut | Settings › Chat › Saved Responses | No | Defines a shortcut of up to 20 characters for slash-based insertion; the shortcut is shared across language tabs. |
| Response Message | Settings › Chat › Saved Responses › Language tab | Yes | Sets the reply text for that language; the default language must have a non-empty response. |
| Text | Settings › Chat › Saved Responses › Response Message | No | Edits the response as text rather than HTML. |
| HTML | Settings › Chat › Saved Responses › Response Message | No | Uses the formatted response editor where supported. |
| Exclude from AI Knowledgebase | Settings › Chat › Saved Responses | No | Excludes the response from the saved-response AI knowledge ingestion path. |
Permissions
| Permission | Lets you |
|---|---|
| Saved Responses | Manage shared responses with the Settings role and Saved Responses permission, or team responses with the Team Leader role, subject to View Only and access restrictions. |
| View Only | Restricts changes in the applicable Settings or Manager administration screens. |
Limits and good to know
- Shortcuts have a 20-character editor limit and are shared across language tabs.
- Language tabs store authored content; creating one language does not automatically translate the others.
- Disabling keyword auto-complete leaves the side panel and defined slash shortcuts available.
- Shared-response management needs the Settings role and Saved Responses permission, or the Team Leader role for team responses. View-only access does not allow changes.
- Deletion uses a confirmation for the selected response.
Depends on and works with
+1 more · used by
- Event, link and Virtual Assistant reportsConfigured by
Saved response records supply the content and ownership shown in Saved Responses Summary.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Admin settings can disable operators' personal saved responses.
- Roles and permissionsConfigured by
Role permissions govern shared-response management and view-only access.
- Website, channel and subsite accessConfigured by
Operator subsite permissions constrain response availability.
- TeamsConfigured by
Team membership and team leadership govern team responses.
- Supported languagesConfigured by
Supported languages provide the response editor's language tabs.
- Saved responses as AI knowledgeEnhances
Eligible shared responses can be synchronised to an AI knowledgebase.
- Email replies and support conversationsEnhances
Email response insertion can supply formatted text and blind-copy recipients.
- Operator replies and commentsRelated
Composer controls explain how to insert, review and send a saved response.
Used by
- Operator replies and commentsEnhances
Saved responses and their shortcuts insert reusable reply content.
- Visitor and conversation information panelsEnhances
The Responses panel provides reusable reply content.
- Console keyboard shortcutsEnhances
A shortcut can insert an existing saved response.
- Mobile consoleEnhances
Saved Responses is available in supported mobile conversations.
- FAQ bot training and automatic repliesConfigured by
A selected Saved Response supplies the wording used by an intent.
- Saved responses as AI knowledgeRequires
Saved responses supply the titles, categories and answer text to publish.
- Email replies and support conversationsEnhances
Saved responses can supply reply and forwarding text.
- Operator productivity reportsEnhances
Saved-response usage contributes to applicable productivity measures.
- Event, link and Virtual Assistant reportsConfigured by
Saved response records supply the content and ownership shown in Saved Responses Summary.
FAQ and troubleshooting
Why is a response missing?
Check its platform, team, subsite, selected language and search filter. Personal responses can also be disabled.
Why can I not create my own responses?
Ask Powerfront to check Disable OP Saved Responses, and check whether My Saved Responses is available to your account.
Why can I not save the response?
The default language's Response Message cannot be empty. Also check your Settings role and Saved Responses permission, or Team Leader role for team responses, and view-only status.
Why do slash shortcuts work while keyword suggestions are off?
Disable Saved Responses Keyword Auto-complete stops keyword suggestions only. Defined slash shortcuts remain available.
Does selecting a response send it immediately?
The standard insertion flow puts its content into the composer. Review it and use the normal send action.