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 open the quick replies panel.

Use the tabs at the top of the panel to filter quick replies based on their access level.

Each quick reply displays a badge indicating its access level and category, such as Common, Team > Refund, or Me only > Approve.

Use the search icon at the top-right corner of the panel to find quick replies by subject. The search applies within the currently selected tab.

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

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