Quick replies

Quick Replies are saved messages your team can drop into any Ticket in seconds. They're best used for FAQs, shipping policies, common acknowledgements, and any other response you find yourself typing repeatedly.

Use a Quick Reply

1. In the message composer, type / followed by the Quick Reply name.

2. Pick the reply from the list that appears.

3. The text inserts into the composer. Edit it if you need to, then send.

You can also browse all Quick Replies from the ⚡ icon in the composer toolbar.

Create a Quick Reply

Only Owners and Admins can create and edit Quick Replies.

1. Go to Settings → Quick Replies.

2. Click Add Quick Reply.

3. Enter a name — this is the shortcut your team will type after /. Keep it short and memorable (e.g. shipping, refund-policy, thanks).

4. Enter the message body.

5. Click Save.

The Quick Reply is immediately available to everyone on your team.

Personalise with variables

Quick Replies support variables that pull data from the Ticket and Contact, so the message personalises automatically when inserted. Common variables include:

• {customer_name} — the Contact's name

• {agent_name} — the agent sending the reply

• {order_number} — the order number on the Ticket (if set)

Edit or delete a Quick Reply

Go to Settings → Quick Replies, find the reply in the list, and use the ⋯ menu to edit or delete it. Changes apply immediately for everyone.

Tips

• Name them by intent, not channel. shipping-delay is more useful than whatsapp-shipping.

• Keep the body short. Longer messages are better managed as templates inside your AI Agent.

• Review monthly. Delete replies your team has stopped using to keep the list fast to scan.