Saved replies
Write an answer once and drop it into any reply or note by typing /.
Write them once
Add saved replies under Settings > Saved replies, with a Name and its Text. Every teammate can add and use them.
Use them anywhere
In a reply or note, type / and pick one from the list. Write {{customer.first_name}}, {{customer.name}}, {{teammate.first_name}} or {{teammate.name}} in its text, and the names fill in as it goes in. Add a fallback for when a name is missing, like {{customer.first_name | default: "there"}}.
Rin never uses saved replies.