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Quick replies are pre-written messages that agents can send immediately during active conversations, with no approval process required. They help your team respond faster and maintain consistent messaging.
Only administrators and managers can create quick replies.

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Get started

1

Open Templates

In the left-hand menu, click “Templates”.
2

Start a new template

Click the ”+ Create Template” button.
3

Choose the type

Select “Quick Reply” (marked with the “Ready to use” badge).

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Step 1: Select a category

Choose the category that fits your message:
  • Greeting — welcome messages and introductions
  • FAQ — answers to frequently asked questions
  • Contact information — company details
  • Product information — details about your products or services
  • Pricing — information about prices and plans

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Step 2: Configure the quick reply

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Name

Enter a descriptive name so agents can find the message quickly. Example: Agent introduction

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Content type

Choose the format that suits your message:
  • Text — a plain text message
  • Image — an image with an optional caption
  • Video — a video with an optional caption
  • Document — a PDF or DOC file
  • Audio — a pre-recorded audio message
  • Contacts — a shared contact card
Example text: 
Hello {{1}}! I'm {{2}} and I'll be helping you today.

How can I assist you?

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Step 3: Assign teams

Select which teams will have access to this quick reply.
Only members of the selected teams will see this quick reply in their list.

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Step 4: Review and create

Review your settings and click “Create Quick Reply”. The quick reply will be available immediately — no approval needed.