Saved Replies and Workflows
Reuse proven responses and automate common support operations.
Saved Replies and Workflows
Saved replies and workflows help teams standardize common support work without hiding what happened.
Saved Replies
Saved replies are reusable response templates. They can include plain text, Markdown, or HTML depending on the reply type.
Good saved replies are:
- short enough to scan
- specific to a common customer situation
- easy for a teammate to customize
- written in the same tone as the agent
- kept current as product behavior changes
Workflows
Workflows automate repeatable steps such as tagging, routing, or follow-up actions.
Use workflows for deterministic operations. Use the AI agent for tasks that require reasoning over conversation content and knowledge.
Practical Examples
| Need | Use |
|---|---|
| "We received your bug report" | Saved reply |
| "Assign billing emails to the finance queue" | Workflow |
| "Draft an answer from docs and customer context" | Agent |
| "Tag all Shopify refund conversations" | Workflow plus integration context |
Do not use workflows to hide unresolved product problems. If a workflow becomes a maze, create a knowledge gap or agent improvement item instead.