SmartTags allow you to insert text snippets when replying to customer questions. Just type # when replying to access them. Most are predefined but you can also create your own.
Create a custom SmartTag
Click on Add a new SmartTag at Settings > SmartTags to create a tag.
To access the tags simply type # as you reply to a customer query. The sample above will be shown as #my_signoff#.
Tip: Keep typing after # to search for your favourite tag.
Note: Tags are personal to each support agent. Sign in to create your own.