Import Helpdesk saved replies by pasting JSON

Helpdesk's saved replies can be written as one JSON document and pasted into Magpie. On Saved replies, Import JSON… will add every saved reply in the document. An import only adds: it never changes or removes a saved reply that already exists, even one with the same name.

Use Copy the prompt in the import box to copy these instructions for an assistant you use. The assistant will ask you what your business does, how you address customers, and the ten questions customers ask you most, then write the document. Magpie writes no text itself.

Importing is all or nothing. Magpie will check the whole document before it saves anything, and will name a mistake by its place in the document, such as "replies[2].text" is required and cannot be empty. A field that is not in the format is refused.

The document

{
  "schema": "magpie.helpdesk-saved-replies",
  "version": 1,
  "replies": [
    {
      "name": "Order not arrived",
      "text": "Hi {customer.name},\n\nThanks for letting us know. Orders arrive within 5 working days of the shipping email. If yours has not arrived by then, reply here and we will send a replacement.\n\nThe {inbox.name} team"
    },
    {
      "name": "Grinder returns",
      "text": "Hi {customer.name},\n\nYou can return a grinder within 30 days. Reply with your order number and we will send a prepaid label."
    }
  ]
}

Fields

The document is an object with "schema": "magpie.helpdesk-saved-replies" and "version": 1, and replies, a list of 1 to 200 saved replies.

• name: the saved reply's name in the Saved replies menu, up to 120 characters.
• text: what goes into the reply, up to 20,000 characters of plain text. Write a new line as \n and leave a blank line between paragraphs with \n\n.

Filled in when inserted

Two names in braces are filled in when the saved reply goes into a reply:

• {customer.name}: the name of the customer the conversation is with, or their email address when the conversation has no name for them.
• {inbox.name}: the name of the conversation's inbox.

Anything else in braces stays as it is written.

If an import is refused for a reason this page does not explain, Contact support.