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.

4.1. How to Add a Quick Reply

Go to 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 one you want to use, or keep typing the shortcut name to search for it.
4. The message will automatically fill into your text box.