Skip to main content

Quick responses

Quick responses let live agents reply to users without typing each message from scratch. Use them when you often give the same answer or handle common questions.

Create a quick response​

To create a quick response in an open conversation:

  1. Select the Saved responses icon (bookmark) in the lower-left corner of the chat box.
  2. Select + Add.
  3. Enter your response.
  4. Select Add.
The saved responses list in the chat box with the Add button.The saved responses list in the chat box with the Add button.

Use a quick response​

To search for quick responses, a live agent types / in the chat box. To select a quick response, move through the list with the arrow keys and press Enter. To find a response faster, type keywords after the slash.

The chat box with /re typed and the quick responses Return label and Store hours that match the search.The chat box with /re typed and the quick responses Return label and Store hours that match the search.

Edit a quick response​

To edit a quick response in an open conversation:

  1. Select the Saved responses icon (bookmark) in the lower-left corner of the chat box.
  2. Select the edit (pencil) icon on the quick response that you want to change.
  3. Make your changes, then select Update.

To remove a quick response, select the delete icon next to it.

The saved responses list with the edit and delete icons on the Shipping delay response.The saved responses list with the edit and delete icons on the Shipping delay response.

Troubleshooting​

These are common questions about quick responses:

  1. Can I use quick responses across multiple chats at the same time?
    Yes. You can open quick responses in any open conversation, so you can reuse them across different chats.

  2. Is there a limit to how many quick responses I can create?
    There is typically no fixed limit, but too many quick responses are difficult to manage.

  3. Do all agents see my quick responses, or can I keep them private?
    All agents in the environment share the quick responses. There are no personal quick responses.

  4. Can I edit a quick response while chatting with a customer?
    Yes. You can edit or delete a quick response at any time from the Saved responses icon.

  5. Are changes to quick responses immediate for other agents?
    If the quick response is shared, changes are available to all agents right after you save.

  6. Is there a faster way to insert a quick response than typing "/"?
    Typing "/" opens the selector. Check settings or documentation to see if your system offers additional shortcuts.

  7. How can I organize my quick responses so they are easier to find?
    Use clear, descriptive labels or keywords. They make search more efficient.

  8. Can I include images or emojis in a quick response?
    Yes, if your chat supports them. Make sure that each image is hosted or referenced correctly.

  9. Do quick responses work offline?
    No. Quick responses need the system to be online, so you typically need a stable connection.

  10. What if I accidentally delete a quick response?
    You cannot recover a deleted quick response. Confirm before you delete it, or keep a backup if needed.

Next steps​

Last updated on