Using quick replies
With quick replies, you can create keyboard shortcuts for the messages that you send frequently. You can use text or emojis in your quick replies.
To set quick replies:
- Go to Settings > Business Tools > Quick Replies.
- Tap on the plus (+) icon on the top right corner to create a new quick reply.
- Under Message, tap to write the message for your quick reply.
- Tap /Shortcut to write a keyboard shortcut for the quick reply.
Set a keyword to quickly locate it.
Note: Keywords are useful in sorting if you have multiple quick replies saved to your list. You can add up to three keywords per quick reply.
- Tap Save.
To use quick replies:
- Open a chat.
- In the text input field, type ""/"" followed by the shortcut of a preset quick reply.
- Select the quick reply. The message template will automatically populate the text input field.
- You can edit the message or simply tap Send.
Sorting quick replies
If you have multiple preset quick replies, you can sort through your list by keywords and usage. Keywords for quick replies that appear within the current conversation are shown first, followed by quick replies that were most recently used. For example: If you have a quick reply saved for monthly specials, you can add keywords such as “specials” and “monthly” to the quick reply. Now, when a customer's message contains either of those words, the quick reply will get sorted to the top. If multiple quick replies are matched based on keywords, they are sorted alphabetically.
Why can’t I save my quick reply?
There are certain limitations to keep in mind when saving your quick replies. These include:
- The maximum number of stored quick replies allowed is 50.
- The maximum length of a quick reply shortcut is 25 characters.
- Leading and trailing spaces from a shortcut are removed.
- All shortcuts must begin with a forward slash '/'.
- The maximum number of keywords allowed per quick reply is 3.
- The keywords may not contain spaces or any of the following characters: '!', '#', '$', '%', '&', '(', ')', '*', '+', '-', '.', '/', '\', ':', ';', '<', '=', '>', '?', '@', '[', ']', '^', '_', '`', '{', '|', '}', '~', '×', '÷', '""'.
- The maximum length of a single keyword is 15 characters.
Note: Emojis can be used in both shortcuts and quick replies.