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

# Use saved replies

> Save the answers you type over and over and insert them into any Inbox conversation in one click.

You answer the same questions every day — opening hours, parking, deposit policy, where to find you. A saved reply stores that text once so any teammate can drop it into a conversation instead of retyping it. DMLY calls them **Saved replies**, and you create and use them without leaving the reply box.

Two things to know before you build your library, because they shape how you should write the text:

* **Saved replies do not support variables.** The text is inserted and sent exactly as written — nothing like `Hi <first name>` is filled in. Write replies that read correctly for everyone, or add the personal part by hand after inserting.
* **There is no keyboard shortcut.** You insert a saved reply by clicking it in the list. Typing `/` or a shortcode in the reply box does nothing.

## Create a saved reply

<Steps>
  <Step title="Open a conversation">
    Go to **Unified Inbox** and open any conversation. Saved replies are managed from the reply box, so you need a thread open.
  </Step>

  <Step title="Open the saved replies list">
    In the reply box, open **Saved replies**. If you have none yet you'll see **No saved replies yet.**
  </Step>

  <Step title="Add a new one">
    Select **New saved reply**. Give it a **Title** — the name you'll recognise it by in the list, like `Shipping info` — and put the text you want to send in **Message**.
  </Step>

  <Step title="Save it">
    Select **Save reply**. It's available in every conversation straight away.
  </Step>
</Steps>

<Tip>
  Name replies for the question, not the answer — **Deposit policy**, **Where we are**, **Opening hours**. You pick from a list of titles under time pressure, so a title that matches what the contact just asked is faster to spot.
</Tip>

## Insert one into a reply

Open **Saved replies** in the reply box and click the one you want. The text is **added to the end of whatever is already in the reply box**, on a new line — it doesn't replace your draft. So you can type a personal opener, insert the standard answer underneath, then edit anything you like before sending.

Nothing sends automatically. The reply goes out only when you select **Send**, so you can always adjust the text first — which is how you cover the missing variables: insert the reply, then type the contact's name or their booking time in yourself.

## Edit or delete a reply

Open **Saved replies** and use the edit or delete icons next to an entry. Editing opens **Edit saved reply** with the same **Title** and **Message** fields.

<Note>
  Saved replies are shared across the whole Workspace, not private to you. Every teammate sees every reply in the list, and any teammate can edit or delete any of them — including ones you created. Treat the library as team property.
</Note>

## When you can't use a saved reply

A saved reply is an ordinary free-form message, so the channel's messaging window still applies.

<Accordion title="WhatsApp: the 24-hour window is closed">
  WhatsApp only allows free-form messages for 24 hours after the contact's last message. Once that window closes the reply box locks — the **Saved replies** button greys out and you can't insert one at all. To re-engage, send an approved WhatsApp template instead: that picker sits outside the locked area and stays clickable. See [WhatsApp limits and windows](/channels/whatsapp-limits).
</Accordion>

<Accordion title="Messenger or Instagram: the 7-day window is closed">
  Messenger and Instagram allow agent replies for 7 days after the contact's last message. Once that window closes the reply box locks here too, so a saved reply is no help — you can message again only once the contact sends something new.
</Accordion>

<Accordion title="The contact is blocked">
  Blocked contacts have the reply box hidden entirely — no saved reply can reach them. Unblock the contact from the details panel to message again.
</Accordion>

## Related

<Columns cols={2}>
  <Card title="Inbox overview" icon="inbox" href="/inbox/overview">
    How conversations, folders and the reply box fit together.
  </Card>

  <Card title="WhatsApp limits" icon="whatsapp" href="/channels/whatsapp-limits">
    Messaging windows and when you need an approved template.
  </Card>

  <Card title="Notes and collaboration" icon="note-sticky" href="/inbox/notes-and-collaboration">
    Internal notes and @mentions your contacts never see.
  </Card>

  <Card title="Automation" icon="robot" href="/automation/overview">
    When the same answer should go out without an agent at all.
  </Card>
</Columns>