Quick Replies allow you to save frequently used messages as reusable templates. They help you respond faster to common customer questions, boosting team productivity and reducing response time.
These templates are available to all agents in the account and can be used in any conversation with a simple shortcut command: just type / followed by the reply code.
How to Create a Quick Reply
Both administrators and agents can create or edit Quick Replies. To add a new one:
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Go to Settings → Quick Replies
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Click the Add Quick Reply button in the top-right corner
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Fill in the required fields in the modal window:
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Shortcode: the shortcut used to trigger the reply (minimum of 2 characters, must be unique)
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Content: the message text that will be sent to the customer
- Click Save. A success message will confirm that the quick reply has been added.
How to Edit or Delete a Quick Reply
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Go to Settings → Quick Replies
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Find the quick reply you want to modify or delete:
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Click the ✏️ pencil icon to edit
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Click the 🗑️ trash icon to delete
If you're editing, make the necessary changes and click Save, or Cancel to discard them.
How to Use a Quick Reply in a Conversation
During a conversation with a customer:
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In the reply field, type
/ -
A list of all available quick replies will appear
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If you know the reply code, continue typing to filter it
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Press Enter to insert the content into the message field
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Send the message normally
If you need help setting up or organizing your Quick Replies, feel free to contact our team:
📩 [email protected] | 📱 @akece.ai