CRM Information - Save = Save Draft
Since you always need to hit "SAVE" to not lose data on this website..how about you update the save button on the CRM page to hold the answer in a draft mode....
I know I'm new to using this feature... but 4 times already I have created replies to customers and have to re-do the entire message because the Knee-Jerk reaction is to save on this website it's no longer Save but Lose when you do this on the CRM page.
Eric Acosta commented
Save button needs to be Disabled when the page is "untouched" and become Enabled when a key is pressed or something is clicked that would require a Save to keep. It's a pretty common mechanism used throughout the programming world. Just like the Post Comment button here could be disabled until there is actually something to post.