Respond Faster with Replies

Understanding Your Reply Toolkit

Before we dive in, let's quickly understand what you're working with. Replies combines three powerful tools that work together to make your team faster and more consistent:

Creating Your First Quick Reply

Quick Replies are the foundation of efficient support. Instead of typing "Thanks for reaching out! Let me look into that for you..." a hundred times a day, you create it once and use it forever.

Building a template that works

1. 1
   Open Replies

   Click the Replies icon in the sidebar (the speech bubble icon). You'll land on the Quick Replies tab.

2. 2
   Click "Add Quick Reply"

   A dialog opens with a title field and a rich text editor.

3. 3
   Give it a clear title

   This is what your team sees when selecting replies. Be specific: "Shipping Policy" is better than "Policy Info".

4. 4
   Write your message

   Use the rich text editor to add bold, italic, or other formatting. Keep it conversational—this isn't a legal document.

5. 5
   Add a personal touch with variables

   Click the Variables button and insert {{customer.first_name}} at the start. Now every reply feels personal.

6. 6
   Optionally attach a file

   Need to include a PDF, image, or video? Click "Add Attachment" to select from your company assets.

Using Quick Replies in Conversations

Creating replies is only half the story. The real magic happens when you're in a conversation and can respond in seconds instead of minutes.

The quick replies bar

When you open any conversation, look above the message input field. You'll see a horizontal scrollable bar showing all your Quick Reply titles. This is your command center for fast responses.

When a customer messages you, they're wondering: "Did they get my message? How long until someone responds?" Auto Replies answer both questions instantly—before your team even sees the conversation.

Two types of auto replies

Creating your first auto reply

1. 1
   Go to the Auto Replies tab

   Click the Replies icon in the sidebar, then select the "Auto Replies" tab.

2. 2
   Choose your mode

   Use the dropdown to select when default replies should send (Always, Working Hours, or Disabled).

3. 3
   Add a variant

   Click "Add Variant" and write your greeting message. Keep it warm and set expectations: "Hi! We typically respond within 10 minutes."

A/B testing your messages

Not sure which greeting works best? Create multiple variants and let the data decide. Each new customer randomly receives one variant, and you can track:

• Sent count — How many times each variant was used
• Thumbs up/down — Customer satisfaction feedback (widget only)
• Composite score — Overall effectiveness rating

When you find a winner, click the trophy icon to use that variant exclusively. You can always reset stats and start fresh.

Channel-specific control

Different platforms have different expectations. Toggle auto replies on or off for each channel independently—maybe you want them on WhatsApp but not on Telegram.

Mastering Variables

Variables are what transform generic templates into personalized conversations. Instead of "Dear Customer," you write "Hi Sarah." Instead of "our support email," you write the actual email. Here's everything you can use:

Built-in variables

Creating custom variables Admin / Owner Only

Need to reference your support email, business hours, or return policy URL in multiple replies? Create a custom variable once, use it everywhere.

1. 1
   Go to the Variables tab
2. 2
   Click "Add Variable"
3. 3
   Set a key, label, and value

   Key: support_email → Use as {{custom.support_email}}

Now when your support email changes, update it in one place and every reply using that variable updates automatically.

Best Practices & Tips