Quick Replies

Quick Replies are reusable message templates that help your team answer common questions faster and more consistently.

Viewing your quick replies

Go to Settings → Quick replies to see all the templates your team has created, including each one's name and message content.

Creating a quick reply

Go to Settings → Quick replies and click Add.
Give your quick reply a name so your team can find it easily (for example "Order Status" or "Refund Policy").
Write the message content. You can include text, links, and images.
Save the quick reply — it will now be available to insert into any conversation.

Personalization variables

Quick replies support placeholder variables that are automatically filled in with the customer's information when the reply is sent. For example:

Hi [firstname], thanks for reaching out! will automatically insert the customer's first name.

Using a quick reply in a conversation

While replying to a customer in the Inbox, click the quick reply icon next to the message box and select the template you want to use. The text (and any variables) will be inserted into your reply, ready to send or edit further.

Reordering quick replies

On the Quick replies settings page, drag and drop entries using the handle on the left of each row to change the order they appear in when your team is selecting one.