Quick Replies Setup

Quick Replies save you time by providing pre-written responses for common questions.

Creating Quick Replies

  1. Go to Settings > Quick Replies
  2. Click Add Quick Reply
  3. Enter:
    • Title - Name for easy identification
    • Content - The message template
    • Shortcut - Optional keyboard trigger
  4. Save your quick reply

Using Variables

Make your replies dynamic with variables:

Hi {{customer_name}},

Thank you for contacting us about {{ticket_subject}}.

Best regards,
{{agent_name}}

Available Variables

  • {{customer_name}} - Customer's name
  • {{agent_name}} - Your name
  • {{ticket_subject}} - Ticket subject line
  • {{ticket_number}} - Ticket ID
  • {{company_name}} - Your company name

Best Practices

  • Keep replies conversational, not robotic
  • Create variations for different tones
  • Review and update regularly
  • Share effective replies with your team