Quick responses are premade replies that you can use in your chat conversations with customers. They are accessible with just a few clicks and save the time you would otherwise spend typing long answers or looking for the file you want to share.
Quick responses are especially helpful if you want to:
- answer the most frequent questions
- give details of an appointment
- share commonly requested files (for example user manuals)
- send welcome or goodbye messages
- give step-by-step instructions or useful tips.
There is no limit to how many quick responses you can have - which means you can create a whole message base to automate your tasks and make your work easier.
How to create quick responses
1. Go to the Quick responses section in the Settings or click the 
icon in the chat window and select Manage.
2. Click the blue + Add quick response button. You will see that a new reply has appeared on your quick responses list on the left.
3. Enter the title of the message. It will help you find your response during a chat, so the title should be easy to recognize. It cannot be longer than 64 characters.
4. Enter the content of your response. It can be up to 986 characters long.
Once you click inside the message field, you will notice that four buttons have appeared below it:
These are the placeholders - use them if you want to include a case- or operator-specific information (for example an appointment date) in your response. You have four placeholders available:
- {case_name} - shows the name of your current case. It is helpful if you want your message to include the name of the customer
- {operator_name} - shows the name of the current operator. Useful for global messages used by many operators
- {operator_phone} - shows the phone number of the operator
- {appointment date} - shows the date of the appointment. If you don’t currently have a scheduled meeting, nothing will appear in place of this placeholder.
To add a placeholder to your response, click on its button below the message field.
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Example: The operator Maria has just had a meeting with her customer Mark Williams and wants to confirm the time of their next appointment. She uses the following quick reply: Thank you for calling, {case_name}! I have scheduled our next meeting for {appointment_date}. Please contact me at {operator_phone} if you cannot make it. This is a message her customer will see: Thank you for calling, Mark Williams! I have scheduled our next meeting for Tuesday, September 15, 2020 at 3:30 PM. Please contact me at +1 202-555-0171 if you cannot make it. |
5. If you want to add an attachment to your quick response, click Upload and select a file from your device.
You can have only one attachment per reply. You can add the following types of files:
- pictures in JPG, PNG, or GIF format
- text files (for example PDF or DOC)
- spreadsheet files
- archive files (for example ZIP).
6. If you are an administrator, you can decide who will have access to your response. You can choose from two response types:
- Global responses are available to all operators. To keep communication in your company consistent, only administrators can create them. If you edit a global response, the change will affect every operator.
- Private responses are visible only to you.
7. Click the green Save button.
Your new quick response has been created - you can now use it in chat conversations with your customers.