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Quick replies are ready-made messages your team sends during conversations. They do not go through Meta approval, are available as soon as you create them, and work on every channel: WhatsApp Business API, WhatsApp Lite, Instagram, and Webchat.

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When to use

  • Answers your team repeats every day: payment methods, delivery times, address, business hours.
  • Materials you send often: catalog, price list, demo video.
  • Follow-up messages after the AI agent transfers the conversation to your team.
  • Standardized sign-offs.
On the WhatsApp Business API, quick replies can only be sent within the 24-hour window. To start or resume a conversation outside it, use a template.

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Before you start

  • You must be an Administrator or a Manager. Members only use quick replies in conversations.
  • Have at least one active team. Quick replies are available per team. See Create and configure teams →.

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How to create

The wizard has four steps: Setup, Edit, Associations, and Review.
1

Open Templates & Quick Replies

Go to Settings and click Templates. On the Templates & Quick Replies page, click Create Template.
2

Choose Quick Reply

In Choose message type, click Select Quick Reply on the Quick Reply card, marked Ready to use.
3

Write the quick reply

In the Create your quick reply step, fill in Template Name, choose the Content Type, and fill in the Content. The Preview on the side shows the result. Click Continue.
4

Associate teams

In Select Teams, check which teams can use the quick reply. Select at least one team. Only team members of those teams see the quick reply in conversations.
5

Review and create

Check the preview and the information, then click Create Template. The quick reply is available immediately, with the Active status.

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Content types

For documents, fill in Filename with a clear name, such as price-list-2026.pdf. This is the name the contact sees when receiving it.

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Examples

Payment methods (Text):
Follow-up after the AI agent transfer (Text):
Catalog (Document): send the catalog PDF with the name product-catalog.pdf.

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Best practices

  • Use names that are easy to search. In the conversation, team members search by name or by a word in the text. Prefer names like “payment options” or “downtown store address”.
  • Use variables for the contact name. In the conversation, the first variable is already filled with the contact name. See Use variables →.
  • Associate only the right teams. A sales reply does not need to show up for support.
  • Keep the list short. Review it regularly and delete what nobody uses.
  • Align with the AI agent. Use the same information in quick replies and in the AI agent training, so the contact does not get different versions. See Train the AI agent →.

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Common issues

Check that the conversation belongs to a team associated with the quick reply. On the WhatsApp Business API outside the 24-hour window, the list shows only templates.
You need access to all teams associated with it. See Edit and delete →.
Check the format and maximum size in the content types table.

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Next steps

Use variables

Personalize replies with contact data.

Use in a conversation

See how a team member sends a quick reply.