Quick Reply

Quick Overview

This feature is useful if you would like to preset some common replies that a member of staff can use when handling a ticket. This can be used to standardize commonly used replies such as asking a customer to wait while an appointment is being made, a thank you message after a ticket is closed, or to provide standard advice.

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Managing Quick Replies

Select a tab below to learn how to create and use quick replies:

Create Quick Reply

1. Go to the Quick Replies tab.
2. Click the green + New Quick Reply button in the top-right corner.

In the Add Quick Reply popup, enter these details:

1. Reply Type: Select Text + Media (to send text and/or files) or Voice (to send a voice recording file).

2. Shortcut Name: Type a short word or keyword (like Lunch or Greeting). This is what you will type to find the reply.

3. Quick Reply Text: Type the message you want to save.

   note

   Files to attach: You can optionally click Choose Files to attach images, audio, video, or documents.

4. Click the green Create button.

How to Use

Open any customer chat:

1. Click the text box at the bottom and type a slash: /
2. A list of your quick replies will pop up.
3. Click on the one you want to use, or keep typing the shortcut name to search for it.
4. The message will automatically fill into your text box.