Use saved replies
Save answers you send often and insert them with a /shortcut. Add variables like the visitor's name, buttons or cards, and actions that tag, assign or resolve.
On this page
Saved replies are answers you write once and reuse. Type / in the reply box, pick one, and it drops into your message, with the visitor’s name already filled in.
#Create a saved reply
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Go to Settings Conversations Saved replies and click New reply.
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Enter a Shortcut, such as
pricingorthanks. It can’t contain spaces, and each shortcut can only be used for one reply. -
Write the Reply. Click a variable under the box to add it. See Variables.
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Pick a Category: Greetings, Support, Sales, General or Technical.
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With more than one website, choose Websites: All websites, or one website to only offer the reply there.
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Optionally, add Rich content or actions under When sent, also (macro). Both are covered below.
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Click Create reply.
The page lists every reply with how many times it’s been used. Search by shortcut or message, or filter by category. Hover a reply to edit or delete it. Deleting removes it for all agents.
#Insert a saved reply
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In a conversation, type
/in the reply box. Keep typing to search by shortcut, message or category. -
Pick a reply under Saved replies. Its text goes into the reply box, with variables filled in.
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Edit it if you like, then send.
The same / menu also lists Pengo Intelligence actions, such as Draft a reply.
#Variables
Variables fill in details for each conversation. If a value is missing, Pengo uses a fallback.
| Variable | Fills in | If unknown |
|---|---|---|
{{visitor.name}} | The visitor’s name | there |
{{visitor.first_name}} | The visitor’s first name | there |
{{visitor.email}} | The visitor’s email | your email |
{{agent.name}} | Your name | our team |
{{agent.first_name}} | Your first name | our team |
{{company}} | Your website’s name | our team |
To set your own fallback, add it after a bar: Hi {{visitor.first_name | friend}}.
Placeholder names like “Visitor” or “Guest” don’t count as names, so the fallback is used instead.
#Add buttons, a card or a form
Under Rich content, choose what to send with the text:
| Type | What the visitor gets |
|---|---|
| Text only | Just your reply. |
| Buttons | Up to 10 buttons. Each one sends a reply, opens a link or sends a postback id. |
| Card | A title, description, image and link, with up to 3 buttons. |
| Form | A short form with up to 10 fields. Answers come back as the visitor’s reply, and fields linked to an attribute are saved to their profile. |
| Product | A product card with a name, price, description, link and image, with up to 3 buttons. |
A Preview shows how it will look. To send one, type / in the reply box and pick Send /shortcut under Cards. It’s sent straight away.
#Run actions when you send
A saved reply can also tidy up the conversation. Under When sent, also (macro):
| Field | Options |
|---|---|
| Add tags | Tags to add, separated by commas. |
| Assignee | Don’t change, Assign to whoever sends it or Unassign. |
| Status | Don’t change, Resolve (with undo), Snooze 1 day or Reopen. |
When you pick a reply with actions, a strip above the reply box shows what will happen, for example “/refund on send: Tag billing · Resolve”. The actions run when you send. To skip them, remove the strip before sending. They don’t run if you send the text as a note.
Common questions
Can every teammate use saved replies?
Yes. Saved replies are shared across your workspace, so anyone who can reply can insert them with /. Owners and managers create and edit them in Settings.
What happens if a variable has no value?
Pengo uses a fallback. For example, "Hi {{visitor.name}}" becomes "Hi there" when you don't know the visitor's name.
Can I limit a reply to one website?
Yes, when you have more than one website. Pick it under Websites in the reply. It's then only offered in chats on that website.
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