What you need: nothing beyond a seat on the location. An owner, an administrator, a manager or a moderator can write the first one.
A saved reply is an answer your team writes once and reuses wherever replies are written. Write the thank-you for a 5-star review or the apology that names your support address once, and everyone on the location can drop it into a reply in 2 clicks instead of retyping it.
Where the library lives
Open Saved replies from the reviews feed, or Manage saved replies beside the picker in the composer. Both open the same screen.
The saved replies library, showing a filtered list of replies beside an open editor panel.
The composer keeps its own quick picker, Insert a saved reply, beside the reply box, so writing or fixing a reply mid-review never means leaving the review you were answering.
The reply composer with the saved reply picker open, showing a search field and a short list of replies grouped by tag.
The full library on its own screen is for the rest of the work: building the list out, checking who wrote what, and cleaning up the ones nobody uses.
It is shared, on purpose
Every saved reply belongs to the location, not to the person who wrote it. Anyone with a role of owner, administrator, manager or moderator can create, edit or delete one, and every change is visible to the rest of the team the moment it saves. The list shows who added each reply and when it was last edited, so nothing changes silently.
Writing one
Give it a name your team will recognize in a search (Thanks for 5 stars, not Reply 3), then write the body. 2 things make it more than a fixed sentence:
- The first name placeholder. Put
first_nameinside double curly braces anywhere in the body and the composer fills in the reviewer's first name before sending. It is the one placeholder every reply supports. - Your own placeholders. Anything else you write in double braces, such as
order_id, stays exactly as typed. It is a visible reminder to fill that part in by hand before you send, not a guess we make for you.
Groups are comma-separated tags (praise, delivery) that the picker uses to sort a long list, and the library's own filter reads them too.
A brand new reply needs an explicit Save the first time, the same way a form needs to be complete before it means anything. After that, every change to it saves on its own a moment after you make it, with a Saved note next to the title so you always know it went through.
Good saved replies for reviews
- A short thank-you for 5-star reviews, in 2 or 3 versions so repeat customers do not read the same words.
- An apology for 1 to 3 stars that gives a real way to reach you, such as your support address.
- A reply for private feedback that offers a call or a refund, ready to copy into an email.
Reviewers notice copy-paste answers. Use the placeholder, and change a word or two before you post.
Deleting one
Deleting removes the template only. Replies your team already sent with it stay exactly as they were sent; nothing already posted on a site changes. The library asks you to confirm before it goes.
What this costs
Nothing. Writing, editing and inserting a saved reply are manual work, and manual work is free.