What are Quick Replies and how do I use them?

Stop typing the same answers over and over. Quick Replies are pre-written templates that you can customize with variables for each customer.

Using Quick Replies

Method 1: Slash Command (Fastest)

  1. In the reply box, type /
  2. Type the shortcut name (e.g., /greeting)
  3. Press Enter to insert

It's like Slack commands, but for support.

Method 2: Quick Reply Menu

  1. Click the Quick Replies button (or press Ctrl+Shift+R)
  2. Browse or search for a reply
  3. Click to insert

Good for when you can't remember the shortcut.

Creating Quick Replies

  1. Go to Settings > Quick Replies
  2. Click + Add Quick Reply
  3. Fill in:
    • Title: Name for the reply (e.g., "Password Reset Instructions")
    • Shortcut: Trigger after / (e.g., reset)
    • Content: The message template
    • Category: Optional grouping (e.g., "Billing", "Technical")
  4. Click Save

Using Variables

Variables make templates feel personal:

Hi {{customer_name}},

Thanks for reaching out about {{ticket_subject}}!

I'll look into this and get back to you within 24 hours.

Best,
{{agent_name}}

The variables get replaced automatically when you insert the reply.

Available Variables

Variable Description
{{customer_name}} Customer's name
{{customer_email}} Customer's email
{{agent_name}} Your name
{{ticket_subject}} Ticket subject
{{ticket_id}} Ticket number
{{company_name}} Your company name

Mix and match however you want.

Real Examples

Here's how we use Quick Replies at cStar:

Greeting (/hi)

Hi {{customer_name}},

Thanks for contacting us! I'm looking into this now and will have an answer for you shortly.

— {{agent_name}}

Password Reset (/reset)

Hi {{customer_name}},

Here's how to reset your password:

1. Go to https://www.cstar.help/forgot-password
2. Enter your email ({{customer_email}})
3. Check your inbox for the reset link
4. Create a new password

The link expires in 24 hours. Let me know if you don't receive it!

— {{agent_name}}

Closing (/bye)

Glad I could help! Let me know if anything else comes up.

— {{agent_name}}

Team Quick Replies

Admins can create Team Quick Replies that everyone can use. Perfect for company-wide policies, refund instructions, or technical documentation.

Look for the Team category when browsing Quick Replies.

Pro Tips

  • Keep shortcuts short: /hi beats /greeting-message-friendly every time
  • Edit after inserting: Quick Replies are starting points, not rigid scripts
  • Use categories: Group by topic (Billing, Technical, Sales) to stay organized
  • Share with your team: If you write a great reply, make it a Team template

Don't overthink it. Start with 3-5 common replies and build from there.