PRD: Saved Replies for Support Inbox

Owner: Support Product | Status: Draft | Target: Q3 release

Problem Statement

Agents retype the same answers (refunds, shipping delays, password resets) dozens of times a day. This slows response time, produces inconsistent answers, and forces agents to manually copy customer names and order numbers into templates, which causes errors.

Target Users

• Primary: Tier 1 support agents handling 50+ conversations per shift.
• Secondary: Team leads who maintain shared reply content.

Goals

1. Let agents insert a saved reply in under 3 seconds from the compose box.
2. Auto-fill customer name and order number so agents don't edit by hand.
3. Give team leads a shared, searchable library of approved replies.

Non-Goals

• AI-generated or suggested replies (separate initiative).
• Saved replies for chat or phone channels (email and web messages only in v1).
• Per-customer custom reply history.
• Automated sending without agent review.

User Stories

1. As an agent, I type /refund in the compose box and the matching reply appears, so I can answer common questions without retyping.
2. As an agent, I want {{customer_name}} and {{order_number}} filled automatically, so I don't have to edit each reply by hand.
3. As an agent, I can search saved replies by keyword or folder, so I find the right one when I don't remember its shortcut.
4. As a team lead, I can create, edit, and archive shared replies, so the whole team uses current policy language.
5. As a team lead, I can see which replies are used most, so I know which ones to refine or retire.

Success Metrics

• Adoption: 70% of agents use at least one saved reply per week within 30 days of launch.