Saved replies and triggers
Saved replies and triggers for the chats that reach your team
Your intoCHAT agent answers most questions alone. For the conversations that need a person, saved replies put your best answers one keystroke away, and triggers tag, prioritise, answer and notify on their own, so nothing waits unnoticed.
Visitor: I was charged twice for my order. Can someone from the team look at this?
Agent: I have asked a team member to join this chat. You can keep writing here in the meantime.
Agent: Hi Maria, thanks for waiting. Your conversation is with our billing team and stays open until someone has replied.
Visitor: Thanks, I will stay here.
Typing the same answer twenty times a day wastes your team
Once a chat reaches a person, the same questions come back: the refund policy, the delivery times, the steps to reset an account. Each teammate types them a little differently, and small mistakes creep in. Meanwhile, nobody notices the conversation that has been waiting forty minutes, or the visitor who wrote "cancel" in a hurry. Saved replies keep your answers consistent and fast; triggers watch the inbox for you and act the moment something happens.
Why use saved replies and triggers
Saved replies are included from Starter, triggers from Pro.
Answers in a keystroke
Type / in the reply box on the Live chat page or in the Inbox, pick a reply, and it is inserted with the visitor's name, email and your name filled in. Edit it if you like, then send.
Consistent wording across the team
Shared replies give everyone the same approved answer to the same question. Personal replies let each teammate keep their own phrasing for the rest.
Follow-ups without extra clicks
A saved reply can set the status to Open, Pending or Solved and add up to 5 tags once you send it, so answering and tidying up are one step.
Nobody waits unnoticed
A No team reply after a wait trigger acts when a visitor has gone without an answer from a person for the time you set, from 1 minute to 7 days: raise the priority, email the assignee or post in Slack.
Urgent conversations stand out
Triggers read the visitor's message for words you choose, such as "refund" or "cancel", and tag or prioritise the conversation before anyone opens it.
How to set them up
Write your saved replies
Go to Settings, Saved replies and click Add a saved reply. Give it a title, an optional shortcut such as refund, the text with variables, and an optional follow-up. Switch on Share with the team to make it everyone's.
Use them while you answer
In the reply box, type / and a few letters. An exact shortcut comes first, then shortcuts that start with what you typed, then replies whose title or text contains every word. Enter or Tab inserts it; nothing is sent yet.
Add triggers for what should happen on its own
Go to Settings, Inbox automation and click Add a trigger. Choose the event, add conditions that must all hold, and pick the actions: tags, priority, status, a message to the visitor, an email or a Slack post.
Order them and let them run
Triggers run top to bottom, and each one sees the changes the ones above it made. Use the arrows to reorder. Switch a trigger off to pause it without deleting it.
Saved reply and trigger details
Variables with fallbacks
{{visitor.name}}, {{visitor.email}}, {{agent.name}} and {{member.name}} are filled in for each conversation. Add a fallback after a bar: "Hi {{visitor.name|there}}," reads "Hi there," when the name is unknown.
Shared and personal replies
Shared replies are the whole team's and need the Manage level on Conversations & live chat to change. Anyone who can reply, Editor and up, can keep personal replies that nobody else sees.
Shortcuts and search
Shortcuts use letters, digits, - and _, up to 30 characters, unique in the account. The Saved replies button next to the reply box opens the same list with a search field.
Five trigger events
Conversation enters the inbox, Status changes, Visitor sends a message, Tag is added, and No team reply after a wait. Triggers run only for conversations in the inbox, not for chats the AI handles alone.
Conditions that must all hold
Agent, Assigned to, Channel, Tag, Priority, Status, words in the Visitor message (whole words, ignoring case) and Waiting for a team reply. A trigger without conditions runs on every event of its kind.
Actions that reach people
Send a message to the visitor in a website widget conversation, with the same variables as saved replies. Notify by email the account owner or the assigned teammate, or Notify in Slack when Slack alerts are connected.
Safe by design
A trigger's own changes never start triggers again, so there are no loops. One event runs at most 10 actions across all triggers. Every change to a trigger is recorded in the audit log.
Works with live translation
With live translation on (Pro), a saved reply you insert is translated into the visitor's language with the rest of your reply when you send it. Trigger messages are sent exactly as written.
Frequently asked questions
What are saved replies?
Saved replies, also called canned responses, are answers you give often, stored once and inserted in the reply box when you type /. In intoCHAT they work in live chats on the Live chat page and in the Inbox, fill in variables such as the visitor's name, and never send anything until you click Send.
What are inbox triggers?
Triggers are rules that run actions when something happens on a conversation in the inbox and all of their conditions hold. For example: when a visitor message contains "refund", add the tag billing and set the priority to High. Or: when nobody from the team has replied for 15 minutes, email the assigned teammate.
Which plan do I need?
Saved replies are included on Starter, Pro and Enterprise. Triggers are included on Pro and Enterprise. On a plan without a feature, its settings card says which plans include it, and what you set up is kept: saved replies work again and triggers run again after an upgrade.
How many saved replies and triggers can I have?
An account can keep up to 500 saved replies, each up to 4,000 characters. It can have up to 50 triggers, each with up to 10 conditions and 10 actions. Emails sent by triggers are limited to 60 an hour per account.
What happens with a variable that is unknown?
Without a fallback, an unknown value is left out. With a fallback after a bar, such as {{visitor.name|there}}, the fallback is used. Anything else in double braces, like {{order.number}}, is inserted exactly as written, and the editor warns you about it.
How quickly does a "No team reply after a wait" trigger run?
intoCHAT checks for waits that have run out once a day for every account, and every 2 minutes for your account while someone has the inbox open. So a 15-minute wait runs at the first check after 15 minutes, which can be later when nobody has the inbox open. Each trigger runs once per wait.
Can a trigger answer the visitor?
Yes, with Send a message to the visitor, in website widget conversations. The message appears in the chat window as a message from the agent, exactly as you wrote it, with the saved reply variables filled in. The visitor sees it within seconds while their chat window is checking for team messages, or the next time it loads the conversation.
Who can change saved replies and triggers?
Everyone in the account can see the triggers. Creating, changing, reordering and deleting triggers or shared saved replies needs the Manage level on Conversations & live chat on all agents: the owner and admins, or a custom role with that level. Personal saved replies belong to whoever made them.
Answer the repeat questions in a keystroke
Create your agent free, switch on live chat, and add your first saved replies on Starter. Add triggers on Pro to keep every conversation moving.
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