Import saved replies

Your AI agent brings your old help desk's saved replies into Rinhelp, also called macros, templates or canned responses. Each one comes across as a shared saved reply: a name and plain text, with the customer's and teammate's names filled in as it goes into a reply. You can do this from a chat app or a coding agent.

What comes across

• Shared saved replies, as a name and plain text. The agent turns formatting into plain text, writes each link as its bare address, and each image as a link to it.

• Placeholders. These five fill in when a teammate uses the saved reply:

  • {{customer.first_name}}
  • {{customer.name}}
  • {{customer.email}}
  • {{teammate.first_name}}
  • {{teammate.name}}

  The agent turns your old help desk's versions into these, and keeps their fallbacks, such as "there" when a customer's first name is missing.

• Folders and categories, as the start of the name. "Billing::Refunds" in Zendesk becomes "Billing / Refunds".

What stays behind

• Actions, attachments and subjects. A Rinhelp saved reply is only text.
• Action-only macros. One with no reply text, which only changed the conversation, is skipped.
• Personal saved replies, unless you agree. The agent lists them for you and imports them as shared, so the whole team sees them, only if you say yes.
• A name you already have. If your workspace has a saved reply with the same name, ignoring case, the new one is skipped.

Placeholders Rinhelp doesn't have

Any other placeholder, such as an order number, becomes a bracket, like [order number]. When a teammate uses that saved reply, they fill it in before sending.

What the agent tells you

When it's done, the agent reports:

• how many saved replies came in
• for each one, what was dropped and which placeholders became brackets
• how many were skipped, as personal, as action-only, or because the name was taken

It's safe to run again: names already imported are skipped.

Next, the agent adds your website so Rin learns from it, then moves on to Import past conversations. Back to Move to Rinhelp with your AI agent.