# 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](/articles/7e85f2b0-336d-4774-850a-826951d9585c-import-past-conversations). Back to [Move to Rinhelp with your AI agent](/articles/5a2a3f45-4e61-4daf-8d23-570a8bfc24a1-move-to-rinhelp-with-your-ai-agent).