Overview
Saved replies are pre-written messages your whole team can reuse. They live in the inbox footer as a quick palette — pick one, edit if needed, send. Great for FAQs you answer constantly: Wi-Fi info, parking instructions, late-checkout policy.
Creating a saved reply
In any conversation, click the saved-replies icon in the message footer. Choose + New saved reply:
- Title — a short label so your team can find it fast
- Message — the body text. Variables like
{guest_first_name}are filled in from the reservation when you insert the reply. - Category (optional) — group related replies together
- Shortcut (optional) — a quick keyword to find and trigger the reply faster
Saved replies are account-wide — every reply is available in every conversation across your account.
Sending one
Open a conversation, click the saved-replies icon, pick a reply. The message is dropped into the composer where you can edit before sending.
Saved replies vs. AI replies
Saved replies are deterministic — what you write is what gets sent (with variable substitution). AI replies are generated dynamically using your AI memories and the conversation context. Use saved replies for legal or compliance-sensitive messages where the wording must be exact; use AI replies for everything else.
Best practices
- Keep titles short and predictable so anyone on the team can find them.
- Use variables like
{guest_first_name}and{listing_name}— never paste a literal name into the template. - Review quarterly and prune anything stale.
What's next?
- Scheduled Messages - Automate pre-arrival and post-stay messages
- AI Replies - Let the AI draft context-aware responses