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Saved replies and sending again

You type the same answer many times a day. Write it once as a saved reply and pick it wherever you answer a client. When a WhatsApp or SMS message fails, send it again from the message itself.

Make a saved reply​

  1. Open Saved replies in the menu, under the customer support group.
  2. Click Add.
  3. Give the reply a title, for example Opening hours. Agents look for this title in the list.
  4. Write the text. You can use these placeholders:
    • {{client.name}}: the client's name
    • {{contact.name}}: the contact person's name
    • {{ticket.title}}: the title of the ticket you answer
    • {{agent.name}}: your own name
  5. Choose the channels where the reply fits: SMS, WhatsApp, email or portal.
  6. Optional: set a language. Clients who asked to be written to in that language see this reply first.

Switch Active off to hide a reply without removing it. Every saved reply is shared by the team.

Use a saved reply​

Picking a reply puts its text in the message box with the placeholders filled in. Nothing is sent yet. You can still change the text before you send it. A placeholder without a value stays in the text, so you see what to fill in.

  • In a WhatsApp or SMS message. On a client or contact, click Send message in the Messages section. Choose the channel and pick a reply under Saved reply. When the WhatsApp window is closed, you pick an approved template instead.
  • In an answer to the customer. On a request or complaint ticket, pick a reply above Message to the customer. Click Send answer. Leave Also set the ticket to waiting for the customer ticked to wait for their reaction. The customer reads the answer on the portal.
  • In an email. On a client or contact, click Write email next to an email address. Type a subject, pick a reply and click Open in Mail. The Mail app opens the email with everything filled in, and you send it from there. Without the Mail app, your own mail program opens instead.

Send a failed message again​

A WhatsApp or SMS message that failed or expired shows Send again in the Messages section. Click it to send the same text, or the same template with the same values. The same checks run as for a new message: consent, budget and the WhatsApp window.

  • The new message appears at the top of the list. The failed one keeps its status, so the history stays true.
  • When the WhatsApp window has closed, the Send message dialog opens on WhatsApp. Pick an approved template there.
  • When the message fails again, the reason shows under the message.

A message that was already sent again shows no button. Failed emails are not sent again from Pipelinq: the Mail app keeps and retries them in its outbox.