Reply with a suggested reply
To reply, open the conversation in Assignments and click Reply. Choose the shared address under Reply From. Click Choose Suggested Reply to insert a ready-made answer, then edit it. Choose what to include under Replied With. Click Send, or Send & Close to reply and close the conversation together.
For: Assignment agent, Assignment userWebTime-saving
How to reply with a suggested reply
- Open the conversation in Assignments and click Reply.
- Check the address in Reply From.
- Click Choose Suggested Reply and pick a reply, then edit the text.
- Choose Original Message, Attachment(s) or Signature under Replied With.
- Click Send, or Send & Close.
When to use it
Rohit gets yet another password reset request. He inserts the standard "Password reset steps" reply, adds the customer's name and clicks Send & Close.
Options
| Option | What it does |
|---|---|
| Reply From | The address the customer sees, usually the shared mailbox. |
| Choose Suggested Reply | Inserts a ready-made reply. |
| Replied With | Include the Original Message, Attachment(s) or your Signature. |
| Show CC BCC | Adds Cc and Bcc fields. |
| Add attachment | Attach up to 9 files. |
| Send & Close | Sends the reply and closes the conversation. |
Good to know
- Your draft is saved automatically while you write.
- Replies are recorded in the conversation's history and counted in agent reports.
Common questions
Where do suggested replies come from?
They are shared for your whole domain, so every agent uses the same wording. The list is built in and fixed, so it is not edited by your administrator or by you.
Was this page helpful?
Updated 2026-10-28