Common replies are pre-written replies to frequent inquiries, that can be used to make the job of replying to tickets or chats much easier.  These replies are stored in the “Content” section of the admin panel in the “common replies” category.

To add common replies to your Helpy, simply write the messages as if they were standard help docs.  Note: Currently formatting for common replies is limited and you should stick to plain text only.

You can also capture a part of an existing thread and turn it into a common reply.  See “Creating content from support replies”

Your common replies will be available to agents as they write replies to incoming discussions.