Quick replies and the Files library

Quick replies are your standard answers: price list, opening hours, directions, a PDF brochure. Build them once in STS Connect; they are available to every team member in the inbox.

1. Upload files (optional)

As an administrator, open Library > Files inside the inbox and press Upload files, or drop files into the upload area. Upload documents, images, video or audio up to 16 MB each. Give each file a clear name.

Select a file to rename it or move it to a folder by changing the Folder field, then save. To delete a file, choose Delete and confirm. Deleting removes it from the library and from any quick replies that use it; their text stays.

2. Create or edit a quick reply

1. As an administrator, open Library > Quick replies inside the inbox. Press New quick reply, or select an existing reply to edit it in the side editor.
2. Give it a name and, optionally, a folder to group related replies.
3. Set a shortcut (one word, for example hours) if team members should insert the text by typing.
4. Write the message. To add attachments, press Attach from library, select your files and add them to the reply.
5. Save. The reply is synced to the inbox automatically; the list shows the sync status.

3. Use it in a conversation

• Text only: type / followed by the shortcut in the message box, for example /hours, and pick the reply.
• With files: open the conversation's side panel and use the Saved actions section. Choose the quick reply and it sends the text and the attachments to the customer.

Let the AI agent send a file (optional)

Next to quick replies, the AI agent can send a file on its own when a customer asks for it. Edit the file in Library > Files, switch on The AI agent may send this file, and describe When to send it. See Set up the AI Agent.

Editing

Administrators edit or delete quick replies in the same side editor under Library > Quick replies inside the inbox. Save your changes and check the status: Ready, Syncing or Failed. If syncing fails, open the reply to read the error, correct the reply and save again.