Quick Replies
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Last updated
Was this helpful?
Was this helpful?
Quick replies are a useful feature that you can use to respond to common customer questions with saved responses. This can be anything from sharing your shipping methods or return policy, to specific products with photos.
To create a quick reply, go to the Chats page and select any customer conversation. At the bottom of the page, click the Quick Replies icon.
Here you will see a list of all of your saved quick replies. To create a new one, click on the Create Quick Reply button in the top right corner.
Now you can create a quick reply keyword (to use as a shortcut), and add the text and images to go with it.
There are three ways to use a quick reply after it has been created:
Tapping the "spacebar"
When you are in the chat, you can open the quick reply selector by just hitting the spacebar and then using the arrow keys to navigate to the quick reply you want to select
Using the keyword
When you start typing in the text input box, the quick replies will appear directly above the text field. To use it, simply click the quick reply you want to use and then the text field will automatically be populated the message for you to send. Please note that the quick reply will only appear when the exact match of the keyword is found. (i.e the "Shipping" quick reply will only appear when you have typed "Shipping", and not "Ship").
Clicking the quick reply icon
You can also use the saved quick replies directly from your list of quick replies by clicking the Quick Replies icon at the bottom of the screen. Here, you can also edit, delete and create new quick replies.
You can only add images and videos to quick replies, other file types are not currently supported.
The maximum number of images you can add to a single quick reply is 10, although for the best experience we recommend adding no more than 3
The maximum character count for a single quick reply is 1,000
Zaapi cannot guarantee the order of images sent