Quick Response

Quick Replies help support agents save time by creating predefined answers to frequently asked questions. This way, the support team can send ready-made responses with a single click instead of typing repetitive answers manually.

a) Creating a Quick Response

Click the + Add Quick Response button at the top right. Fill in the following fields in the form:

• Title: A short name describing the reply.

• Content: The message to be sent to the customer. Formatting (bold, italic, link, emoji) is supported.

• Status: Specifies whether the reply is active or inactive.

After completing all fields, click the Save button. Use the ✏️ icon to edit and the 🗑️ icon to delete the reply. Deletion is irreversible.

b) Sending a Quick Response

You can use defined quick replies during an active conversation with these steps:

• Open the chat screen.

• Select an active customer conversation.

• Click the quick reply icon next to the message box.

• The list of defined replies will appear. Select the appropriate one.

• The reply content will be automatically added to the message box. You can edit it if needed.

• Click the Send button to send the message.

Notes:

• Only active replies are visible.

• You can send multiple quick replies to a customer consecutively.

• Replies can be edited and personalized.