Saved Replies — Pingu Docs

Saved Replies let your team store the answers they type most often, like opening hours or delivery times, and insert them into a live chat in a second. Everyone in your company shares the same list, so answers stay consistent.

Turn it on

In the dashboard, open Plugin Directory and enable Saved Replies.
Saved Replies appears in the menu.

Add a saved reply

Open Saved Replies and select Add reply.

Fill in the fields:

Field	What to enter
Title	A name your team recognizes, for example "Opening hours". Up to 80 characters.
Shortcut	What you type after `/` to find it, for example `hours`. Letters, numbers, `-` and `_` only, up to 30 characters. Each shortcut can only be used once.
Reply text	The answer itself, up to 2,000 characters.

Select Save.

Your company can save up to 200 replies. Use the search box to find one, and Edit or Delete to change it. Each reply shows how many times it has been used.

Personalize with variables

Add these to the reply text, and Pingu fills them in when someone inserts the reply:

Variable	Becomes
`{{company_name}}`	Your company name
`{{agent_name}}`	The username of the team member inserting the reply

For example: Thanks for contacting {{company_name}}! I'm {{agent_name}} and I'll help you today.

Use a saved reply in a chat

Open a conversation in Live Conversations.
In the empty reply box, type /. A menu of your saved replies opens. Keep typing to filter, for example /hours.
Use the arrow keys to choose a reply and press Enter, or click it. Press Esc to close the menu.
Check the text, change anything you need, and send it.

Already typed something? Select the Insert a saved reply button next to the reply box instead. The reply is added after your text.

Inserting a reply never sends it. It goes into the reply box so you can check it first. Line breaks in a saved reply become spaces in the chat.

Who can do what

Anyone with access to Live Chat & Session Logs can insert saved replies.
Adding, editing and deleting replies needs access to the Plugin Directory.

See Manage your team to change permissions.

Common issues

Typing / doesn't open the menu. The / has to be the first thing in the reply box. If you've already typed text, use the Insert a saved reply button. Also check that Saved Replies is enabled in the Plugin Directory.

"This shortcut is already used." Another saved reply has that shortcut. Choose a different one.

I can't see Saved Replies in the menu. Your account needs access to the Plugin Directory. Ask an administrator in your company.