How to Create WhatsApp Saved Replies in Inaiy

WhatsApp saved replies are ready-made answers your team inserts into a chat instead of typing the same text again. In Inaiy, open Saved Replies, click New reply, enter a title and message, add a shortcut such as order, choose who can use it, and click Create reply. In any conversation, type / in the message box and pick the reply. Inaiy fills in variables such as the customer's name.

Saved replies keep answers consistent across agents and cut reply time for questions you get every day: order status, delivery times, prices, and opening hours.

Who this is for and what you need first

This guide is for agents who answer chats and the leads who write the team's standard answers.

You need:

• Access to the inbox. See the WhatsApp shared inbox guide.
• A list of the five to ten questions customers ask most often, with the answer you want everyone to give.
• Permission to manage shared replies if you want to create Tenant-wide replies. Owners, Admins, and Managers have it; Agents do not.

Steps to create WhatsApp saved replies

1. Open Saved Replies

Click Saved Replies under Messaging in the left menu. A new workspace shows No saved replies yet. Click New reply (callout 1).

At the top you can search replies, filter by scope and category, and show only Favorites.

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2. Write the reply

In New saved reply:

1. Enter a Title your team will recognize, such as Order status.
2. Write the Message, up to 4,096 characters.
3. Click a variable chip (callout 1) to insert it where the cursor is: Customer name, Agent name, or Company name. Inaiy replaces it with the real value when an agent inserts the reply.
4. Check the Preview box under the chips.

Keep each reply short and specific. One question, one answer.

3. Add a shortcut, scope, and category

• Shortcut: a short word typed without the leading slash, such as order. Agents type /order to find it. Shortcuts must be unique among shared replies.
• Scope: who can use it.
  • Personal: only you.
  • Shared: everyone in the workspace.
  • Tenant-wide: everyone in the workspace, and only people who can manage shared replies can create or change it. Use it for official answers.
• Category: a group such as Orders or Greetings, used by the category filter.

Click Create reply (callout 2).

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4. Manage the reply in the list

The new reply appears under Replies with its scope tag and shortcut (callout 1). On the right of each row (callout 2):

• The star adds it to your Favorites.
• Edit changes the text, shortcut, scope, or category.
• Archive removes it from the list and the / picker without deleting it.
• The bin deletes it after you confirm. This cannot be undone.

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5. Use the reply in a conversation

Open a chat in the Inbox and type / in the message box (callout 2). A list of matching replies opens above the box (callout 1). Keep typing to narrow it, for example /ord. Click the reply, or use the arrow keys and Enter, to insert it.

The text goes into the message box with the variables filled in. Read it, change anything specific to this customer, then send.

You can also click Attach file (+) and choose Saved Replies to browse the full list.

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How to confirm it worked

1. Open any conversation and type / plus the shortcut. The reply shows in the list.
2. Insert it. The customer name variable is replaced with the contact's name, not left as {{customer.name}}.
3. Ask a teammate to type the same shortcut. If they see it, the scope is right. If they do not, edit the reply and change Personal to Shared.

Remember the 24-hour rule: saved replies are free text, so they only send while the customer's 24-hour window is open.

Common mistakes

1. Leaving the scope on Personal. Personal is the default, so only you see the reply. For team answers, choose Shared or Tenant-wide.
2. Using long or vague shortcuts. Shortcuts like reply1 are hard to remember. Use the topic: order, hours, refund, price.
3. Sending a saved reply without reading it. A reply about delivery times may not fit a customer whose order is late. Edit the inserted text before you send.

Related guides

• Reply from the WhatsApp shared inbox.
• Answer outside working hours with a WhatsApp after-hours message.
• Reply to keywords automatically with WhatsApp chatbot rules.