Saved Replies

How to add new Saved Replies 💾

Add Saved Replies for your store teams to use in the Store App. These are pre-written replies that can address frequently asked questions from shoppers in a complete and on-brand way.

Changing any Saved Replies will apply across all departments, and overwrites any current saved replies.

To add a new Saved Reply:

1. Open the Saved Replies file you intend to upload in Excel.

2. Confirm the file does not have any extra headers, all headers are correctly formatted, no extra lines are included and that no titles are duplicated.

3. Save the file as a CSV
4. To double-check check the file is correct, you can open it in TextEdit to make sure there are no empty lines. If there are, simply delete them, and save.

5. Go to the Mobile Configurations for your chosen retailer.

6. Click Upload CSV and select your file.

7. Save Changes

Saved Replies must be uploaded in the correct format:

• CSV file

• Headers in line 1: ONLY Title, Body

• No empty lines

• No extra columns

• No duplicated titles

If you're editing the document in Notepad or TextEdit, make sure that any entries with commas are wrapped in quotation marks, e.g.: Greeting, "Hello, how can I assist you today?"

Example good file:

1KB

Saved Replies - Template.csv

Good Saved Reply Template

Common errors in files:

Wrap the body in quotes if it contains a comma

When copying text from another program such as PowerPoint, odd characters can come through. It's important to check the replies in the preview before saving.

Personalized Saved Replies

Product experts using the Store App are also able to add their own personal Saved Replies, for example, a response to a question in their own voice. They can do this directly in the Store App, and these Saved Replies are only accessible by them, i.e. they're not added to the team's base of all Saved Replies.