Quick replies
Who it is for: everyone
Quick replies are predefined messages you insert into the chat with a shortcut, so you do not retype the same thing: greetings, contact details, instructions.
Two types: team and personal
| Type | Who creates it | Who sees it |
|---|---|---|
| Team | Administrators | All agents on the team |
| Personal | Any user | Only the person who created it |
ℹ️
Note:Visibility depends on the role of whoever creates it: if an admin creates it, it is a team reply; if an agent or supervisor creates it, it is personal.
Create a quick reply
Team (admins): from Settings > Quick replies.
Personal (anyone): from your Profile > My quick replies.
In both cases you fill in:
- Title: a descriptive name (for example "Initial greeting").
- Shortcut: starts with
/and has no spaces (for example/hello). - Message: the text that gets inserted.
Use them in the Inbox
➡️
Step:In the message box, type
/.➡️
Step:The list with your team and personal replies opens. Keep typing to filter.
➡️
Step:Choose with the arrows and Enter, or with a click.
➡️
Step:The text is inserted and you can edit it before sending.
💡
Tip:Think of short, memorable shortcuts:
/shipping, /prices, /hours.ℹ️
Note:They are plain text: for now they do not include variables or attachments.