> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rogeriq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.