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Quick Replies

Quick replies are pre-written message templates that let you respond to common questions and scenarios instantly. They save time, reduce repetitive typing, and ensure your team sends consistent, professional responses.

How to Use Quick Replies​

During a conversation, access quick replies in two ways:

  • Type "/" in the reply compose box to open the quick reply menu.
  • Click the quick reply icon in the compose toolbar to browse available templates.

Select a template and it will populate the reply box. You can send it as-is or edit the text before sending.

Supported Channels​

Quick replies work across all messaging channels:

  • SMS — short, concise templates for text messages.
  • WhatsApp — templates formatted for WhatsApp conversations.
  • Email — longer templates with formatting for email responses.

Each template is available regardless of which reply channel you have selected, so you can use the same quick replies across all channels.

Managing Quick Replies​

Manage your quick reply library from Settings:

  • Add — create new templates for common scenarios (e.g., greeting messages, pricing responses, scheduling confirmations).
  • Edit — update existing templates as your messaging evolves.
  • Delete — remove templates that are no longer needed.

Quick replies are shared across your team, so any template you create is available to all team members.

Benefits​

  • Faster responses — reply in seconds instead of typing the same message repeatedly.
  • Team consistency — everyone uses the same approved messaging.
  • Fewer errors — pre-written templates reduce typos and off-brand language.
  • Improved response times — customers get answers faster, especially during high-volume periods.

Next Steps​

  • Messaging Channels — learn about the communication channels available in Conversations