4. Quick Reply

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This feature is useful if you would like to preset some common replies that a member of staff can use when handling a ticket. This can be used to standardize commonly used replies such as asking customer to wait while an appointment is being made, thank you message after a ticket is closed or to provide standard advise like the need for a new skin test after 6 months, etc.

• To1. addHow newto Add a Quick Answer,Reply

  Go clickto the Quick Replies tab.

  Click the green + New Quick Reply button in the top-right corner.

  

  2. Filling Out the Quick Reply Details

  In the Add Quick Reply popup, enter these details:

  1. Reply Type: Select Text + Media (to send text and/or files) or Voice (to send a voice recording file).
  2. Shortcut Name: Type a short word or keyword (like Lunch or Greeting). This is what you will type to find the reply.
  3. Quick Reply Text: Type the message you want to save.
  4. Files to attach: (Optional) Click Choose Files to attach files like images, audio, video, or documents.
  5. Click the green Create button.

  

  3. How to Use Quick Replies in a Chat

  Open any customer chat.

  1. Click the text box at the bottom and type a slash: /
  2. A list of your quick replies will pop up.
  3. Click on the “ADDone QUICKyou REPLY”want buttonto onuse, or keep typing the topshortcut rightname corner.to search for it.

• Enter the keywords and the correspondingThe message andwill clickautomatically “ADD”.fill Youinto canyour attachtext the files on it too.box.

• To use QUICK ANSWER, just type “/” on the chat windows to display the list of available quick answer and choose the desired quick answer to add to the chat.