Guide
Quick replies save your team from typing the same answers all day. Here's how to set them up and use them effectively in your DMs.
Find the responses your team types most often — pricing, policies, links — to turn into quick replies.
Build saved responses in the unified inbox so agents can insert them in one tap.
Assign easy-to-remember shortcuts so the right reply is always a couple of keystrokes away.
Tweak each quick reply with the customer's name or details so it doesn't feel canned.
For the highest-volume questions, turn quick replies into full auto-replies that fire without an agent.
Review and refresh templates so they always reflect current offers and policies.
Quick replies are saved templates an agent inserts manually; auto-replies fire automatically. Use quick replies for nuance and auto-replies for high-volume questions.
Yes. Saved replies live in the unified inbox so every team member can use the same templates.
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