Quick replies

Quick replies is a feature to add repeated replies or information as a template. Agents can readily send a message to your customers by utilizing various quick replies. On this page, you will learn how to create and use quick replies.

In Settings > Quick replies, all agents can add new quick replies using the provided variables. Admins can add a quick reply for all agents, specific teams, or themselves while agents can add one only for themselves.

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Agents can create categories to organize and manage numerous or various types of replies for themselves. The name and order of a category can be tailored for better usability.

If you delete a category, quick replies that only belong to the selected category will be moved to the Default category. In other words, quick replies that belong to more than one category won’t be moved to the Default category and will be deleted with the category.

Note: All the existing quick replies before this update are located in the Default category.

On the Ticket details view, type “#” or click on the quick reply button to find preset quick replies available for use.

Note: Quick replies are searchable by their subjects only. Searching by keywords isn't supported.

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