1. Navigate to Agent tools > Reply assistant in the left-hand navigation bar.
2. Click Add in the top right corner.
3. Provide the Format of the reply as text or HTML.
4. Enter a Label to name the entry.
5. In the ID field, enter a unique identifier for the entry.
6. Select one or more categories from the Categories field.
7. Enter a Shortcut that the agent may use to access the entry.
8. Enter an Entry group to sort the entry.
9. Select one or more Channels from the dropdown menu.
10. Add the text to the Body of the entry.
11. Click the Attachments icon to add any attachments.
12. Click Save.