How to use Quick replies

What are quick replies?#

Quick replies are reusable messages for staff: type / in the composer, choose a template, review its text and send. Use them for greetings, purchase instructions, shipping details or frequently asked questions. A template does not automatically respond to incoming messages.

1. 1

   Open /quick-replies on your ChatHub domain with an account that can access the feature.

2. 2

   The Templates tab contains messages, shortcuts and switches; Categories groups them. Search and status/category filters narrow the list.

3. 3

   The demonstration system contains [MẪU] Hướng dẫn liên hệ shop with shortcut /mau_lien_he. It was enabled for insertion testing and disabled afterwards.

1. Create a template and shortcut#

1. 1

   Click Tạo mẫu trả lời (Create reply). Set the title to [MẪU] Hướng dẫn liên hệ shop.

2. 2

   Enter mau_lien_he as the shortcut; the / prefix is already shown. Use unaccented letters, numbers, underscores or hyphens and choose an unused shortcut.

3. 3

   You can leave the category unassigned initially and group the template later.

4. 4

   Sample content: Chào {{contact.name}}! Bạn cho shop biết sản phẩm cần tư vấn nhé. Đây là nội dung minh họa để nhân viên sửa trước khi gửi. This greets the customer and asks which product they need help with.

2. Variables, preview and attachments#

1. 1

   Place the cursor in Content, scroll down and click {{contact.name}} to insert the customer-name token correctly.

2. 2

   Other variables are {{contact.phone}}, {{agent.name}}, {{channel.name}}, {{date}} and {{time}}. Values are resolved when retrieving the template for a conversation.

3. 3

   Check the customer preview below. “Chị Lan” is sample preview data, not an actual recipient. Correct any unrecognized-variable warnings.

4. 4

   Optionally choose one image or file. A template requires a title, shortcut and either content or an attachment. This guide tested text only and did not upload a file.

5. 5

   Click Create template and check the success notification and new card.

The price-list button inserts {{catalog}}; the product selector inserts the selected product. These resolve from the shop catalog when the template is rendered, rather than from fixed text. The catalog preview shows up to six lines. Recheck prices if a draft has been sitting for a while.

3. Organize and edit templates#

1. 1

   Open Categories → Add category. Enter [MẪU] Chăm sóc khách hàng and save.

2. 2

   Return to Templates, find the example and click its pencil Edit button.

3. 3

   Select [MẪU] Chăm sóc khách hàng in Category, review the content and save. The same form edits the title, shortcut, text or attachment.

4. Insert a template into a conversation#

1. 1

   Enable the template, open Inbox and select a conversation. The screenshots use Khách thử on the internal test-chat channel.

2. 2

   In Message mode, type /mau_lien_he. You can also type / and continue filtering, or click the Quick replies toolbar button.

3. 3

   Select the template. While the picker is open, use Up/Down to select, Enter or Tab to insert, and Escape to close it.

1. 1

   Verify the customer name, adapt the wording to the conversation and review any attachment.

2. 2

   Click Send only when ready. Selecting a template inserts a draft. This demonstration did not click Send and cleared the draft after capture.

5. Enable, disable and manage templates#

1. 1

   Use the card switch to enable or disable a template. Disabled templates cannot be used in the quick-reply picker; enable them again when needed.

2. 2

   Use search, Enabled/Disabled/Unused filters and categories to find templates. Usage and last-used labels show when a template was retrieved.

3. 3

   To remove an unwanted template, click its trash icon and review the confirmation. This guide keeps the example disabled and did not delete it.

6. Import, export and troubleshoot#

1. 1

   Open Import/export → Export to file to download the template collection as JSON. Review the file before sharing because it may contain shop-specific information.

2. 2

   To reuse an exported file, choose Import from file. Drop or select the .json file, review the template count and click Import.

3. 3

   Existing shortcuts are skipped rather than overwritten. Review the created/skipped results. This demonstration only opened the import dialog; it did not import or export data.

1. 1

   Missing from the / picker: check enabled status, shortcut and access; try a shorter search term.

2. 2

   Cannot save: provide a title, shortcut and content or a file; choose a different shortcut if it conflicts.

3. 3

   Incorrect variables: use the insertion buttons, check the conversation contact data and review the draft.

4. 4

   To have a bot use the content, configure the Send quick reply step in a Workflow. Saving a template alone does not enable automatic replies.

Read the Workflow guide ↗