Saved replies + variables

Saved replies (canned responses) live in Settings → Canned Responses. Each one has a shortcut like /welcome and a body.

In the composer, type / to open the picker, narrow with a few characters, press Enter.

Variable expansion

The body can include placeholders that auto-fill from the conversation context:

• {{first_name}} — contact's first name
• {{customer_code}} — internal code
• {{agent_name}} — replying agent

Variables that have no value render as an empty string, so a half-set up reply never leaks raw {{ }}.