You can use FAQ articles as shared saved replies — answer templates to standard visitors’ questions that can be shared with all operators.

Adding shared saved replies

To add a shared saved reply, do the following:

1. Create a section in your FAQ and turn on the “Private” setting so that all the articles from this section are visible only to your operators.
2. Add an article to your private FAQ section.
3. Done!

Please note: If the “Private” setting is off, you can still use the articles as shared saved replies, but they will also be available to your visitors on your FAQ portal.

Using shared saved replies

There are two methods for you to use shared saved replies:

Method #1

1. Open any chat.
2. Start typing words that are contained in the title of the FAQ article you want to use.
3. A popup will open. Select a saved reply by clicking on it or selecting it with the ↑ and ↓ keys and pressing Enter.
4. Done!

Method #2

1. Open any chat.
2. Click on the bookmark icon on the right in the message input field or use a shortcut (Ctrl + / for Windows, ⌘ Cmd + / for macOS).
3. A popup will open. Go to the “FAQ” tab by clicking on it or using the TAB key.
4. In the “FAQ” tab, you can find both private and public articles. Select a reply by clicking on it or using the ↑ and ↓ keys and pressing Enter.
5. Done!

The text field will contain the text of the article you selected. You can edit it (if necessary) and send the message by pressing Enter.

If you want to create saved replies individually for each operator, read the article Saved replies.