Quick replies are message templates used to streamline communication during a conversation. They can be sent in recurring situations, such as when a product is out of stock or when a contact sends a message outside business hours.

These messages can only be sent when the session is open or when it is not the first interaction with the contact. For the first interaction, use a message template.

• Agents can create replies for personal use in the general settings.
• Operators and Administrators can create replies for the group, ensuring consistency in service.

How to create your own quick reply

1. Go to Sales > Settings > General settings > Quick replies.
2. Click Manage.
3. To create a new message, click Create quick reply.
4. Fill in the title and the response text. If needed, use variables such as name, address, or email to personalize the message.
5. Click Save.

To edit or delete a quick reply you created:

• Click on the desired reply to edit the content.
• Click the trash icon to delete the reply.

How to create and edit quick replies for groups

1. Go to Sales > Settings > Customer service teams >  > Quick Replies.
2. Click Create quick reply.
3. Fill in the title and the response text. If needed, use variables such as name, address, or email to personalize the message.
4. Click Save.

Using quick replies in the service inbox

During an interaction with a contact, quick replies can be accessed by agents directly in the inbox, facilitating communication and standardizing responses.

1. Click the template icon, located in the message input field.
2. Scroll through the list to find the desired reply.
3. Click on the message to automatically insert it into the text field. You can edit it before sending, if necessary.