Use quick replies

Quick replies are saved snippets you can paste into a conversation with two clicks. Use them for greetings, common answers, and links you send daily.

Create a quick reply

1. 1

   Open the Quick Replies panel

   In the conversation view, click the lightning-bolt icon.

2. 2

   Click New

   Give it a short trigger (e.g. /hours) and the full text.

3. 3

   Add merge fields

   Use {{customer.firstName}} and {{agent.firstName}} to personalise.

4. 4

   Pick scope

   Personal (only you) or Team (shared with everyone on the queue).

Use in a conversation

Type / in the message box, start the trigger name, and pick from the dropdown. Edit before sending.