When supporting customers time is of the essence. You want your team to be able to answer questions as quickly and accurately for your customers so you can deliver an exceptional experience. Thankfully with Drift you can do both by using Saved Replies to save time in sending frequently used responses.

Billing Plan:
The features here are available on the Premium, Advanced, and Enterprise plans.

In this Article, we'll cover:

• Setting Up and Editing Saved Replies
• Best Practices for Saved Replies in Drift

Setting Up and Editing Saved Replies

1. In your Drift Settings navigate to App Settings and choose Conversations
2. Click Saved Replies
3. If you need to Edit an existing reply you can scroll and find or search for it with Ctrl + F or Command + F and click the edit icon
4. If you need to create a new reply click "New saved reply"
5. Enter a name and type in your message for your team to use

Best Practices for Saved Replies in Drift

Naming Convention

Saved replies can be used for multiple teams for many different reasons. As a best practice we recommend giving your saved replies a naming convention so it's easier for your team to find. If you have multiple teams in Drift it helps to give an abbreviation before the reply based on the team name.

Examples:

• Sales = SLS
• Marketing = MKTG
• Service/Support = SVC or SPT

This helps the team to search for saved replies that are applicable for them when chatting with customers.



 

Uses for Saved Replies

Saved replies are designed to help with efficiency for your team so they can support your customers as quickly as possible. There are many reasons to create them but we recommend at least doing the following and then adding whatever other needs you have as well.

Examples:

• Greetings
• FAQs
• Case/Ticket Creation
• Billing Requests
• New Sales
• Upgrades/Additional Features

Greetings

General welcome messages your team can send when greeting a customer. You can use placeholders to allow your team to personalize the messages they send.

Hello [insert customer name], how are you doing today?

FAQs

Oftentimes you will have a page with FAQs for your product or service that solve a large portion of your customer needs. Create a message with a link to your page for your team to send when they identify a common issue.

I can definitely help you with that. We have an FAQ page that covers your question and has a lot of other helpful tips and tricks. Check it out and let me know if that helps.

Case/Ticket Creation

When you need to convert a chat to a case or ticket for follow up, you will often let the customer know and provide them with a reference number. Instead of retyping that over and over again, you can use a saved reply.

Thanks for working with me today. I made a case for you for my team to follow up. Your case number is [insert case number here] and you should receive email confirmation shortly.

Billing Requests

If you have a billing team that is separate or there is a different process to follow for billing questions create a saved reply to make that much easier to share with your customers who inquire in chat.

For any billing requests you can go here and our team will be able to resolve your issues. If you don't hear back from them feel free to come back into chat with a case number and we can look into that for you.

New Sales

Sometimes customers who haven't purchased your product yet end up chatting with your support teams. Saved replies can let them know what you are doing to loop in a member of your sales team or to guide them to your pricing page.

I would love to help you learn more about our product for your business! I am going to loop in a member of my sales team and once they join the chat they will be able to answer your questions regarding pricing and features.

I would love to help you learn more about our product for your business! If you go to our sales page you can review the features and plans and if you want to request a demo you can with the click of a button.

Upgrades/Additional Features

This would be the same as new sales but you may loop in an Account Manager or their Customer Success Manager to talk through the possibility with the customer.

It looks like that feature isn't part of your plan but I can get you in contact with your Account Manager/Customer Success Manager to discuss adding that feature and help you further.