How to Create a Quick Reply

In Converge, go to Settings → Replies from the sidebar. This is where all your quick reply templates are managed.

What you'll see: A list of all your existing quick replies with their names, preview text, and last modified date. You can search, filter, and organize your replies from this page.

Why quick replies matter: Support teams often answer the same questions repeatedly — pricing, shipping, return policy, hours, etc. Quick replies let you respond to these in one click instead of typing the same answer over and over. This saves time and ensures consistency across your team.

Organization: Quick replies are shared across your entire workspace. All team members can use them, which keeps responses consistent. Consider organizing them with clear naming conventions like "Shipping - Domestic", "Shipping - International", "Returns - Process", etc.

Click the New Quick Reply button to open the editor. You'll see fields for the reply name and content.

Reply Name: This is an internal label that helps you identify the template. Choose something descriptive like "Welcome Message", "Pricing Inquiry", or "Refund Policy". This name is only visible to your team — customers never see it.

Message Content: Type the response message. You can use markdown formatting like **bold**, *italic*, and links. Keep the tone professional and helpful.

Best practices for content:

• Be specific: Address the customer's question directly without unnecessary fluff
• Include next steps: Tell them what to do next if applicable (e.g., "Click here to track your order")
• Stay on brand: Use the same tone and language your brand uses across other channels
• Keep it concise: Long messages are harder to read. Aim for 1-3 sentences when possible.

Add attachments (optional): You can attach files like PDFs, images, or documents to a quick reply. When you use the template, the attachment will be sent with the message. This is useful for sending product catalogs, user guides, or forms.

Quick replies become even more powerful when you add dynamic variables. These placeholders are automatically replaced with real data when you send the message.

Built-in variables: Converge provides these variables you can use anywhere:

• {{customer.first_name}} — The customer's first name
• {{customer.full_name}} — The customer's full name
• {{company.name}} — Your company name (from workspace settings)
• {{employee.first_name}} — The agent's first name

How to use them: Type {{ in the message editor and you'll see a dropdown with available variables. Select one to insert it. The variable will be highlighted so you can easily spot it in your template.

Example with variables:

Hi {{customer.first_name}}! Thanks for reaching out to {{company.name}}.
I'm {{employee.first_name}} and I'll be happy to help you today.

When you send this, it becomes: "Hi Sarah! Thanks for reaching out to Acme Corp. I'm John and I'll be happy to help you today."

Custom variables: You can create your own variables in Settings → Reply Variables. For example, create a variable called support_hours with value "Mon-Fri 9am-6pm EST" and use it as {{support_hours}} in your templates.

Once you've created your quick reply, it's ready to use in any conversation. Here's how:

Quick replies bar: Above or below the message input, you'll see a scrollable bar of your quick replies. Click any reply to insert its content into the message composer. If you have many replies, scroll horizontally or click the expand icon to browse all of them in a sheet.

AI-suggested quick reply: When AI suggestions are enabled, Converge may highlight a specific quick reply that matches the customer's question. This suggested reply appears first in the bar with a visual indicator.

Edit before sending: Quick replies are starting points, not rigid templates. You can edit the message after inserting it to add personal touches or address specific details. The quick reply gives you a foundation, not a final draft.

Attachments: If a quick reply has an attached file, it will be included automatically when you select the reply.

Success indicator: When you can respond to a common customer question in under 5 seconds using a quick reply — and the customer receives a helpful, personalized answer — you're getting the full value from this feature.