What they are for
Many replies look alike: thanking someone for a five-star review, giving your opening hours or explaining how to book. With saved replies you write them once and your team uses them on any network in the inbox: comments, mentions and Google reviews. They belong to the company, so the whole team sees the same ones.
Create a saved reply
- In Interactions, tap Saved replies in the header. You can also get there from Manage saved replies, at the bottom of the list that opens from the «Saved replies» button when you reply.
- Tap New reply.
- Give it a Name that identifies it, for example «Thank a positive review».
- Write the Text, up to 5,000 characters. Insert {author} and Insert {business} add the variables:
- {author} becomes the first name of whoever wrote the comment or review. If they are anonymous, it disappears along with the comma before it: «Thanks, {author}!» reads «Thanks!».
- {business} becomes your company name.
- Tap Save.
Example: «Thanks, {author}! We are so glad you liked it. See you soon at {business}.»
Use one when you reply
- Open a comment, a mention or a review and tap Reply.
- Tap Saved replies. The list shows the start of each one; See more opens it in full.
- Pick one. The text goes into your reply with the variables already filled in.
- Adjust it if you want and send it.
Deleting or changing a saved reply does not change the replies you already published.
Search, change and delete
The Saved replies screen has a search box that finds words in the name or the text. When you pick one you see its text, its changes and the team’s comments.
- Edit changes the name or the text.
- Delete removes it from the list. It cannot be undone and its comments go with it.
Change history and comments
Every saved reply has:
- Change history: who created or changed it and when, whether a team member or an agent.
- Comments: to talk about it with the team, for example to ask for a change of tone. If you mention a team member or an agent, they get the notice.
Who can do what
| Level | What they can do |
|---|---|
| Editor or higher | Use them when replying, create, change, delete and comment on them. |
| Read-only | See them, see their history and comment on them. |
With your agent, through MCP
Your agent (Claude, ChatGPT or another one connected with the ōrbita connector) does the same as you, with your same permissions:
- Read them: it lists them and reads one in full, with its history and comments. It needs the permission to read the inbox.
- Use them to reply: it picks the one that fits a comment or a review, adapts it and shows it to you. It only sends it if you say yes in the chat.
- Create, change and delete them: for example, «Review my saved replies and create one for three-star reviews». It needs the permission to reply and, like you, Editor level or higher.
- Comment on them: it leaves comments and mentions your team. If someone mentions your agent in a comment, ōrbita lets it know so it reads it in its next session.
Everything your agent does stays in the history under its name, so you always know who changed what.
Some things you can ask it:
- «Look at this week’s unanswered reviews and suggest a reply for each one using our saved replies.»
- «Create three saved replies for the questions that come up most in Instagram comments.»
- «Check the tone of our saved replies against the Brand Kit and tell me which ones you would change.»
What it does not do
- It does not send a saved reply on its own: a person sends it from ōrbita, or your agent with your yes in the chat.
- It does not change replies already published on the networks.
- It does not bring back a deleted saved reply.