Boost Productivity with Saved Replies in Support Genix

Step 1. Access Saved Replies #

1. Go to your WordPress Dashboard.
2. Navigate to Support Genix > Settings > Saved Replies.

Step 2. Add a New Saved Reply #

1. Click the “Add New” button.
2. Fill out the form with the following details:
   • Saved Reply Title: For example, “Asking Feedback/Review”.
   • Saved Reply Content: Add the necessary response text. Use Dynamic Placeholders for personalization.
   • Status: Toggle ON to activate the saved reply. Set to OFF to temporarily disable it.
3. Click “Create” to save the reply.

Step 3. Dynamic Placeholders #

Dynamic placeholders can be inserted into your saved reply content for personalized responses. Here is the list of placeholders:

• {{site_name}} – Website name
• {{site_url}} – Website URL
• {{ticket_user}} – Ticket creator’s name
• {{ticket_title}} – Ticket title
• {{reply_user}} – Name of the user replying
• {{reply_user_grp}} – Role of the replying user (e.g., Agent, Manager)

Step 4. Edit or Delete Saved Replies #

• To Edit a saved reply: Click the Edit icon next to the saved reply you want to update.
• To Delete a saved reply: Click the Delete icon to remove it.

Step 5. Bulk Select and Actions #

1. Select multiple saved replies using the checkboxes.
2. From the Bulk Actions dropdown, choose:
   • Activate: Enable the selected replies.
   • Deactivate: Disable the selected replies.
   • Delete: Remove the selected replies.
3. Click Apply to execute the action.

For example, if you are not using a saved reply, you can deactivate or delete it using bulk actions.

Step 6. Where to Use Saved Replies #

When agents or managers are replying to tickets, they will see a “Saved Replies” option in the editor header. Simply select the appropriate saved reply to insert it into the message.