Quick Replies
Quick Replies allow you to send pre-written messages to customers with a single click, saving time during busy chat sessions.
There are two types of quick replies:
- Standard Replies - Organization-wide replies created by administrators, available to all agents.
- User Replies - Personal replies that you create and manage for your own use.
Standard Replies are particularly valuable for ensuring consistent, compliant messaging across your organization. Administrators can create replies containing required legal disclaimers, regulatory disclosures, or approved company messaging that must be communicated accurately to customers. This helps maintain brand consistency and reduces the risk of compliance violations that could result from agents paraphrasing sensitive information.
When you send a quick reply, the configured delay timer counts down before the message is dispatched. During this countdown you can cancel the message if needed. This delay serves an important purpose: while the timer counts down, a typing indicator is displayed to the customer on their messaging channel. This creates a more natural conversation flow while freeing you to switch to other active chats, significantly improving your productivity during busy periods.
Accessing Quick Replies
The Quick Replies panel is available from the chat side panel when you have an active conversation.
Open the Quick Replies Panel
Access the Quick Replies panel to view and use your replies.
Steps:
- Open an active chat conversation.
- In the side panel, click the Quick Replies button (chat bubble icon).
Result: The Quick Replies panel opens, showing the Standard tab by default.
Understanding the Quick Replies Panel
The Quick Replies panel contains several controls to help you find and use replies efficiently.
Tab Navigation
The panel has two tabs:
- Standard - Displays organization-wide replies available to all agents. When this tab is active, a language dropdown appears to filter replies by language.
- User - Displays your personal replies. When this tab is active, a Create new reply button appears.
The User tab is only visible if you have the Allow Own Replies permission enabled.
Search and Sort
Use the search field to filter replies by their text content or hashtag. Click the Sort options button (three dots icon) to change the display order:
- Hashtag (A-Z) - Sort alphabetically by hashtag, ascending.
- Hashtag (Z-A) - Sort alphabetically by hashtag, descending.
- Delay (Low-High) - Sort by delay time, shortest first.
- Delay (High-Low) - Sort by delay time, longest first.
Reply Cards
Each reply is displayed as a card showing:
- Reply text - The message that will be sent to the customer.
- Delay indicator - Shows how many seconds the system will wait before sending the message (displayed with a stopwatch icon).
- Hashtag - A short keyword prefixed with # that helps you quickly find the reply.
Using Quick Replies
Send a quick reply to your customer with a single click, or use hashtag shortcuts directly in the message field.
Send a Quick Reply
Send a pre-written message to the customer.
Steps:
- Open the Quick Replies panel.
- Use the search field or scroll to find the reply you want to send.
- Click anywhere on the reply card.
Result: The reply is queued for sending. If a delay time is configured, the message will be sent after the specified number of seconds.
- The delay time simulates natural typing speed, making responses feel more personal to customers.
You can also trigger quick replies directly from the message input field without opening this panel. Simply type a hashtag (e.g., #greeting) in your message area and a dropdown will appear showing all matching replies from both Standard and User tabs. Select a reply from the dropdown to queue it for sending. This is often the fastest way to send frequently-used replies. See Using Hashtags in Agent Chat for more details.
Managing User Replies
Create, edit, and delete your personal quick replies to build a library of responses tailored to your workflow.
Managing User Replies requires the Allow Own Replies permission. Contact your administrator if you do not see the User tab.
Create a User Reply
Create a new personal quick reply.
If you have the AI Writing Assistant permission, click the AI button next to the Reply text field to help compose or improve your message.
Steps:
- Open the Quick Replies panel.
- Click the User tab.
- Click the Create new reply button (+ icon).
- Complete the form fields.
- Click Save changes.
Result: The new reply appears in your User Replies list and is immediately available for use.
| Field | Description |
|---|---|
| Reply text | The message that will be sent to the customer when this reply is used. |
| Delay time | Number of seconds to wait before sending the message. This simulates typing time. |
| Hashtag | A short keyword (without the # symbol) that helps you quickly find and trigger this reply. |
Edit a User Reply
Modify an existing personal quick reply.
Steps:
- Open the Quick Replies panel.
- Click the User tab.
- Find the reply you want to edit.
- Click the Edit reply icon (pencil) on the reply card.
- Update the fields as needed.
- Click Save changes.
Result: Your changes are saved and the reply is updated immediately.
Copy Reply Text to Message Field
Copy a reply's text to your message field for editing before sending.
Steps:
- Open the Quick Replies panel.
- Click the User tab.
- Click the Copy to message icon (copy icon) on the reply card.
Result: The reply text is copied to your message input field, allowing you to edit it before sending.
- This is useful when you want to personalize a standard response before sending it.
Delete a User Reply
Permanently remove a personal quick reply.
Steps:
- Open the Quick Replies panel.
- Click the User tab.
- Find the reply you want to delete.
- Click the Delete reply icon (trash can) on the reply card.
- Click Delete to confirm.
Result: The reply is permanently removed from your User Replies list.