Quick replies are pre-written responses that agents can use to respond quickly to email or chat messages. You can style them using basic text modification tools in the platform or by creating a quick reply with HTML tagging. You have the option to create variables in quick replies. Variables require an agent to enter text in a text field before sending the quick reply; for instance, the agent might have to write the contact's name before sending the quick reply so the actual name can be injected in place of the variable.
When agents access quick replies, those that have been marked as favorites appear at the top of the list. Quick replies are searchable by title or keywords, so it is important that you create meaningful titles and associate relevant keywords to each reply so agents can quickly and easily access the quick replies they need. Quick replies are only available for email and chat skills. For agents in a certain email or chat skill to access quick replies, you must assign those skills to the quick reply.
