The Quick Replies feature allows agents to respond faster and more consistently by using predefined messages for frequently asked questions or standard responses. These replies can be configured and managed in the Preferences section and used directly within active conversations.

To get started, navigate to the Preferences section, then select the Inbox Settings dropdown menu, and click on the Quick Replies section.

This section allows you to create, edit, organize, and track quick replies for both SMS and WhatsApp channels.

The steps to create a quick reply are the following:

Select the Channel: Use the toggle tabs labeled SMS and WhatsApp to specify which channel the quick reply will be used on. Each channel maintains its own set of replies.
Name Field: Enter a short, descriptive name for the quick reply (e.g., “Release”, “Welcome”, “Resolved”).
- Limit: 24 characters.
- This name helps the agents to search and identify the quick reply.
Response Message: Type the actual message you want agents to send.
- For SMS, limit 160 characters.
- For WhatsApp, limit 4096 characters.
Add Quick Reply: Click the Add button to save the quick reply. It will immediately appear in the list below, associated with the selected channel.

Managing Quick Replies

Below the creation form, you’ll find a searchable, sortable table listing all configured quick replies.

This list includes:

Channel Type: Indicates whether the quick reply is for SMS or WhatsApp.
Name: The label assigned to the quick reply.
Response: A preview of the message content.
Usage Rate: Shows how often the reply has been used, as a percentage. Helps identify high- and low-performing replies.

When you hover the cursor over the percentage value, the actual usage ratio appears—for example, 6/13, meaning the quick reply was used 6 times out of a total of 13 quick replies.
Actions: By clicking on the Edit icon, modify the name or message (response). To delete the quick reply, click on the Delete icon.

To help you efficiently manage a growing list of quick replies, the Quick Replies table includes two useful filtering tools:

Search bar: Located just below the quick reply creation form, the Search by Name field allows you to instantly filter the list of existing quick replies based on their name.
- Begin typing a keyword or part of the quick reply’s name (e.g., “Welcome”, “Order”).
- The table will dynamically display only the matching quick replies.
- This is helpful when you need to quickly locate a specific reply for editing or review.
Date Range Filter: At the top of the Quick Replies section, there is a dropdown labeled Show with the following options: Today, Yesterday, This Week, This Month, Last Month, This Quarter. This filter adjusts the Usage Rate data displayed in the table, allowing you to:
- Analyze which quick replies are being used most frequently during a selected time frame.
- Identify underused replies over specific periods to help decide whether to update or remove them.

Quick Reply Usage

Once the desired Quick Replies have been configured in the Preferences section, agents can access and choose the desired quick reply directly from the message composer during any live chat session.

No matter where the agent is working within the Inbox Management panel, they can always access and use Quick Replies to streamline communication.

Agents can select the Quick Replies option from the message composer in any of the following sections:

New Messages
Your Inbox
All Conversations
Unassigned Conversations

The steps to access the quick replies during a live chat session are the following:

Navigate to the conversation where you want to reply.
Click the Quick replies 💬 button located next to the reply input box.

To quickly access the list of available quick replies from the message composer, type /q in the text field.

This shortcut will immediately display the quick reply selection panel, allowing you to browse, search by name, and choose the predefined response without selecting the Quick replies button.
Choose a response from the list, or search by name.
The selected reply will be inserted into the message field. Then, click on the Send button to send the quick reply message to the end user.

This ensures that agents can respond efficiently using predefined messages, regardless of where they are managing conversations in the Live Chat interface.