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.
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.
Create a Quick Reply
To create a new Quick Reply, the following fields must be completed:
Message name
Will be used by operators to quickly locate the message within the multi-agent panel.
Message content
Predefined text that will be sent to the customer during the conversation.
Channel or channels
Select which channels the message will be available on.
Authorized team or teams
Define which teams will be able to use this quick reply.
Quick Reply management
Quick Replies can be managed throughout their entire lifecycle.
Available actions are:
| Action | Description |
|---|
| Create | Add a new quick reply to the library |
| Edit | Modify the content, channels, or teams of an existing message |
| Deactivate | Temporarily disable a message without deleting it |
| Delete | Permanently remove a message from the library |
Search and filters
To facilitate managing libraries with a large number of messages, search and filtering tools are available.
You can search by:
This allows you to quickly locate the messages needed for management.
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.
