Gmail calls them templates, Outlook calls them My Templates or Quick Parts, and helpdesks call them macros or saved replies. All work the same way: pick one, it drops into the reply, you adjust it and send.
Why it matters
Templates are the first tool most small teams reach for when repeat questions pile up. They work best for answers that truly never change. They struggle when the right reply depends on details in the customer’s email, and customers notice copy-paste: a reply that ignores half the question feels like nobody read it.
A good template leaves room to answer what was actually asked, and gets reviewed whenever a policy or price changes, so an outdated answer is not sent a hundred times.
An example
A “returns” template explains the 30-day window and links the returns form. A customer who writes on day 34 about a damaged item needs a different answer, and the template alone gets it wrong.