Quick replies are saved answers to questions that come up again and again: opening hours, address, price list, directions. Instead of typing them every time, you type "/" in the message box and pick one. It saves time, keeps the wording consistent across the team and helps new agents answer correctly from day one.
Create a quick reply
- In the side menu, click Quick Responses.
- Click New Response.
- In the Quick Message window, fill in a Shortcut, a short word that is easy to remember (for example hours), and the full Response.
- Click Save. The reply appears in the table, with Shortcut and Message columns.
Use a quick reply in a conversation
- In the message box, type "/" as the first character.
- A list of replies opens in the form "/shortcut - start of the text". Keep typing the shortcut to narrow the list.
- Pick a reply with a click, or with the arrow keys and Enter. The full text replaces what you typed in the message box.
- Adjust the text if needed, for example a name or a date, and send.
Edit and delete
On the Quick Responses page, in the Actions column, each reply has an edit icon and a delete icon. Deleting asks you to confirm first, and a change to the wording applies right away for everyone who uses the reply. It's worth going through the list now and then to update prices, hours and other details that have changed.
Personal or shared by the whole team
An admin sets this in Settings, on the Options tab, in the Quick Messages card:
- By User (the default): each user sees only the replies they created.
- By company: the whole team sees every reply, on the page and in the list that opens with "/".
Every user can create replies. An existing reply can be edited or deleted only by the person who created it, an admin or a supervisor.
Tips
- Quick replies are text only. To send a ready-made bundle of photos, videos and PDF files, the conversation has a Files button.
- The list only opens when "/" is the first character of the message.
- On WhatsApp, after 24 hours without a reply from the customer you can only send an approved template, even if you have a matching quick reply.
- Agree on a shortcut convention for the team, such as one English word per topic, so everyone finds the same answers.