Frequently Asked Questions
Pre-written responses let you save answers you frequently use once and add them to conversations with just a few clicks. You can include variables—such as the customer’s name—and attach files…
On this page
Pre-written responses let you save frequently used answers once and add them to conversations with just a few clicks. You can include variables (such as the customer’s name), attached files, and tags that will be automatically added to the conversation within the response. To use this feature, your permission group must have the “Create, edit, and delete predefined responses” permission.
- Pre-written ResponsesList, create, and edit responses
- ConversationsAdd a pre-written response from the reply box
"Ready-Made Responses" page
Click the Inbox icon on the left sidebar; the "Quick Replies" row in the panel opens the page. The list contains the following columns: Quick Reply (name and beginning of the text), Owner, Visibility (Shared or Private), and Last Updated.
- The search box in the "Ready-made Responses" section searches for the response's name and text.
- Filters: Shared, Owner, Group, and creation or update date.
- The Edit and Delete options are available in the row menu; you can select multiple rows and delete them all at once.
The workspace owner can view and edit all of the team’s pre-written responses on this page. Other users can view the responses they have created.
Creating a predefined response
- Add a reply — Click the button on the "Ready-Made Replies" page.
- Response details — Enter a short name in the "Name" field that you’ll use when writing your response. The name must be at least 3 characters long, and you cannot use the same name for two different responses.
- Reply text — Type your text in the editor. From the bottom bar, you can add emojis, file attachments, images, and links to Help Center articles. You can attach up to 5 files to a reply.
- Add a variable — Use "Add Attribute" to add a field such as customer information; when the response is added to the conversation, this field will be populated with that customer's specific value.
- Visibility — Select "Shared" or "Private"; specify a group if you wish.
- Tags — Select up to 10 tags; these tags will be added to the conversation when the response is used.
- Create — The response is saved and available immediately.
To save a good answer as you’re writing it, click the plus button (Create New Answer) in the "Ready Answers" drawer in the answer box. The form will open pre-filled with the text, attachments, and tags currently in the answer box; all you need to do is enter a name.
Add from the reply box
- Open the drawer — During a conversation, click the "Ready-Made Replies" button on the bottom bar of the reply box, or use the shortcut
⌘/Ctrl+K. The shortcut also works when the cursor is in the reply box. - Search — Type part of the name into the "Search in ready-made answers..." box.
- Select — The text of the response is inserted where the cursor is located; variables are populated with the customer’s values, and the response’s attachments and tags are also included in your draft.
- Review and submit — You can edit the added text based on the conversation; the pre-written response itself remains unchanged.
The gear icon in the upper corner of the drawer (Manage Quick Replies) takes you to the Quick Replies page. The same button is also located in the message field when starting a new conversation.
⌘/Ctrl+K→ Opens the "Ready Answers" drawer⌘/Ctrl+/→ Adds a link to a Help Center article
How Visibility Works
There are two fields in the form: the "Shared" or "Private" selection and the optional "Group" field. Your selection is entered into the "Visibility" column in the list and is used in filters.
The "Ready-Made Responses" drawer in the response box currently lists only the responses you have created, regardless of visibility settings. A response shared by a team member will not appear in your drawer. For a response to be used by the entire team, each agent who will use it must save it as their own quick reply.
Frequently Asked Questions
Predefined response or macro?
Quick replies add only text, attachments, and tags. Use macros to perform multiple tasks—such as assigning a conversation, changing its status, or adding a note—with a single click.
Customer information was not provided for the variable.
This variable is populated with the value of that field from the customer in the conversation. If that field is empty in the customer record, the field’s short technical name may appear in the text instead of a value. Review the text before sending it after adding the predefined response.