Saved replies

Answer the everyday questions with two keys: opening hours, payment methods, shipping instructions. A saved reply is text you write once and the whole team reuses.

Using one

Press / in the composer and the list of shortcuts appears. Keep typing to filter it: /hou leaves only /hours. Pick one with the arrow keys and Enter, or with a click. The shortcut vanishes and the full text lands in its place, ready to edit before sending.

A message starting with a slash does not expand on its own. Close the list with Esc and send, and the message goes out exactly as you typed it.

Creating one

Create your replies under Personal → Saved replies. Each has:

• Shortcut: starts with / and takes letters, numbers and dashes.
• Body: what the customer will see, up to 4,000 characters.

Each shortcut is unique inside a workspace. The replies belong to the workspace, not to a person: what you create, the whole team uses.

The assistant offers them too

When a message arrives, Wrap compares the question against your saved replies and offers the one that fits, with a confidence chip. You do not have to remember the shortcut.

Worth knowing:

• It offers one. The second-best match distracts more than it helps.
• It never sends on its own. Accept the suggestion, edit it or ignore it.
• Very short messages do not enter. "hola", "ok" or "thanks" match everything weakly and nothing usefully.
• Below the threshold it offers nothing. Wrap would rather stay quiet than hand an agent a wrong reply.

Write your saved replies well: that is where the quality of the suggestions comes from.

How it differs from a WhatsApp template

Use a saved reply on any channel, and keep the WhatsApp template for when the window has closed. They look alike, but they are not the same thing:

See WhatsApp templates.