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Instead of typing the same responses over and over, operators can select predefined messages directly from the multi-agent panel. This reduces response times, standardizes communication, and improves the experience for both operators and customers.

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What are quick replies for?

In daily operations, there are responses that are used constantly, such as:
  • Initial greetings.
  • Requests for additional information.
  • Confirmation of receipt of a request.
  • Answers to frequently asked questions.
  • Follow-up messages.
  • Conversation closings.
Quick Replies allow you to reuse these texts without having to write them again in every interaction.

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Create a Quick Reply

To create a new Quick Reply, the following fields must be completed:
1

Message name

Will be used by operators to quickly locate the message within the multi-agent panel.
2

Message content

Predefined text that will be sent to the customer during the conversation.
3

Channel or channels

Select which channels the message will be available on.
4

Authorized team or teams

Define which teams will be able to use this quick reply.

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Quick Reply management

Quick Replies can be managed throughout their entire lifecycle. Available actions are:
ActionDescription
CreateAdd a new quick reply to the library
EditModify the content, channels, or teams of an existing message
DeactivateTemporarily disable a message without deleting it
DeletePermanently remove a message from the library

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Search and filters

To facilitate managing libraries with a large number of messages, search and filtering tools are available. You can search by:
  • Name
  • Channel
  • Team
This allows you to quickly locate the messages needed for management.

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Best practices

To maintain an organized and easy-to-use library, it is recommended to:
  • Use descriptive and easy-to-identify names.
  • Group messages by functional categories.
  • Periodically review existing messages.
  • Delete or deactivate obsolete messages.
  • Update links, processes, or information when necessary.
  • Avoid duplicating messages with similar content.
A well-managed library allows operators to quickly find the right response and maintain a consistent experience throughout the entire support interaction.