Quick reply or template?
How to send a quick reply
1
Open the conversation
In Conversations, open the conversation. It must be assigned to you.
2
Click the lightning button
The button is below the message box, next to the attach button. Hover over it to see Templates: Use template or quick reply. The Select Template window opens with the description Templates and quick replies for use in conversation.
3
Find the quick reply
Use Search templates… to search by name or by a word in the text. Templates appear first; quick replies come next, marked Quick Reply.
4
Fill in the variables, if any
Variables such as
{{1}} and {{2}} personalize the text. The first one is already filled with the contact’s name, when available. For the others, type the value or pick contact data from Basic Fields, Additional Information or Additional Fields.5
Check the preview and send
Review the text in Message Preview and click Send Template. The same button sends templates and quick replies. You can also press Enter.
When quick replies are not available
Best practices
- Use short, searchable names, such as “pix payment” or “downtown store address”.
- Use variables for the contact’s and team member’s names. The message feels personal with no extra typing.
- Check the preview before sending. A wrong variable reaches the customer.
- Keep a small, up-to-date set of quick replies. Remove the ones nobody uses.
Create and edit quick replies
Quick replies are created and edited on the Templates & Quick Replies page. Create a quick reply → · Use variables → · Edit and delete →Next steps
Send templates
Start and resume conversations on the WhatsApp Business API.
Tags in conversations
Classify the contact while you serve them.