Saved Replies let Agents reuse frequently sent responses without repeatedly typing the same message.

Manage Saved Replies

Open:

Settings → Quick / Saved Replies → Response Templates

The Quick / Saved Replies section provides three management areas:

• Response Templates: Create, edit, and organize Saved Reply templates.
• Categories: Manage Saved Reply categories. This requires the Growth plan.
• Shortcuts: View the available Saved Reply shortcuts.

Create a Saved Reply

Select Create Template from the top toolbar or empty state.

Define the available Saved Reply information, including:

• Title
• Shortcut
• Category
• Visibility
• Message content

Use the supported visibility values:

PUBLIC

PRIVATE

Use a Shortcut

Saved Reply shortcuts use the / character.

Example:

/welcome

Type / in the message composer to open matching Saved Replies.

Select the appropriate result or confirm the highlighted item to insert it into the composer.

Browse Saved Replies

Use the Saved Reply control in the composer to browse available templates.

Saved Replies can be organized by category when category management is available.

Manage Categories & Shortcuts

Under Settings → Quick / Saved Replies:

• Categories: Create and manage categories for Saved Reply templates.
• Shortcuts: View the available /shortcut commands for Saved Replies.

Plan Availability

The current plan configuration identified by the audit is:

Plan	Saved Replies
Free	Up to 10
Starter	Up to 50
Growth	Unlimited

Saved Reply category management requires the Growth plan.

Figure G-12 Response Templates page and Saved Reply shortcut popover

Need Help?

Email: support@ysdesk.com

Documentation: https://docs.ysplugins.com/ys-desk

The Saved Replies API provides operations for creating, updating, deleting, categorizing, and retrieving reusable reply content for Agents.

The underlying REST resource uses the /canned-responses path, while the product-facing term is Saved Reply.

Endpoints

Method	Path	Purpose
POST	/canned-responses	Create Saved Reply
PUT	/canned-responses/:id	Update Saved Reply
DELETE	/canned-responses/:id	Delete Saved Reply
GET	/canned-responses/categories	List categories
POST	/canned-responses/categories/rename	Rename a category
GET	/canned-responses/available/:userIdentifier	List Saved Replies available to an Agent

Visibility

The verified visibility values are:

PUBLIC

PRIVATE

A visibility filter may also accept:

ALL

Saved Reply Fields

The create operation verifies these fields:

{

  “name”: “Greeting”,

  “message”: “Hello, how can we help you?”,

  “visibility”: “PUBLIC”,

  “category”: “General”

}

Use the product’s current /greeting shortcut convention in the screenshot and documentation.

Need Help?

Email: support@ysdesk.com

Documentation: https://docs.ysplugins.com/ys-desk