What are Quick Replies?
Quick replies (also called canned responses) are pre-written message templates that agents can insert into their replies with a single click. They help ensure consistent, fast, and accurate responses.
Creating Quick Replies
- Go to Settings → Quick Replies
- Click New Quick Reply
- Enter a title/shortcut and the message content
- Use variables like
{{customer_name}}for personalization - Save your quick reply
Using Quick Replies
When replying to a ticket:
- Click the Quick Reply icon in the reply toolbar
- Or type
/followed by the shortcut name - Select the desired quick reply from the dropdown
- The template is inserted into your reply — edit as needed before sending
Available Variables
| Variable | Description |
|---|---|
{{customer_name}} | Customer's display name |
{{agent_name}} | Current agent's name |
{{ticket_id}} | Ticket reference number |
{{brand_name}} | Your brand/company name |
💡 Tip: Create quick replies for your most common enquiries — shipping status, return policy, business hours, etc. This can cut response times dramatically.