Quick replies and the Files library

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

1. Upload files (optional)

In the portal open Files and upload the documents and images you send often. Give each file a clear name.

2. Create a quick reply

1. In the portal open Quick Replies → New.
2. Give it a name and, optionally, a category to group related replies.
3. Set a shortcut (one word, for example hours) if agents should insert the text by typing.
4. Write the message and attach any files from your library.
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 Macros section. Choose the quick reply and it sends the text and the attachments to the customer.

Editing

Edit or delete quick replies in the portal only. Changes reach the inbox within a few seconds. If a reply shows as not synced, press Sync to inbox on its row.