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Customers & Automation

Quick Replies

Quick Replies

Create reusable message templates that your team can insert into inbox conversations with a single tap — save time on common responses like confirmation messages, running-late notices, and aftercare instructions.

Where to find it — Web: Sidebar → Engage → Automations → Manage quick replies (or click "Quick replies" in the inbox composer). Mobile: Tap the quick replies icon (file icon) in the inbox reply composer. Manage templates from the web at Engage → Automations.

Overview

Quick replies let you:

  • Create reusable message templates (up to 320 characters each) for common replies
  • Insert a template into any inbox conversation with one click or tap
  • Search templates by name or body text to find the right reply quickly
  • Reorder templates to keep the most-used ones at the top

Quick replies use literal text — there are no merge variables like {{customerName}}. Write each template as a complete, ready-to-send message.

Creating a quick reply

On web

  1. Go to Engage → Automations in the sidebar.
  2. Click "Manage quick replies" (or open any inbox conversation and click "Quick replies" → "Manage quick replies").
  3. Click "New quick reply".
  4. Enter a Name (up to 50 characters) — this is the label your team sees when browsing templates. Example: "Running late".
  5. Enter the Message (up to 320 characters) — this is the text that gets inserted into the conversation.
  6. Click "Create quick reply".

The template appears immediately in the list and can be used in any inbox conversation.

On mobile

Quick reply management is read-only on mobile. Templates are created and edited using the web app. On mobile, go to Engage → Templates → Quick Replies tab to view existing templates.

Tip

Keep quick reply names short and descriptive — your team searches templates by name and body text, so a clear name like "Running late" or "Aftercare — colour" helps everyone find the right template fast.

Using quick replies in conversations

On web

  1. Open an inbox conversation.
  2. Click "Quick replies" in the composer toolbar (file icon, bottom-left).
  3. A popover opens with a search field and your template list.
  4. Type to search by name or message text, or scroll to find the template.
  5. Click a template to insert the message body into the composer.

The selected template replaces the current message in the composer. The popover closes automatically and focus returns to the text field, so you can edit the message before sending if needed.

Keyboard shortcut: Type / when the composer is empty to open the quick replies popover without clicking the button.

On mobile

  1. Open an inbox conversation.
  2. Tap the quick replies icon (file icon) in the reply toolbar.
  3. A sheet opens with a search field and your template list.
  4. Search by name or body text, or scroll to find the template.
  5. Tap a template to insert the message body into the composer.

The selected template replaces the current message. The sheet closes automatically.

Editing a quick reply

  1. Open the quick replies management panel on web (see Creating a quick reply for navigation).
  2. Click the template you want to edit in the left sidebar.
  3. The editor panel on the right shows the current Name and Message.
  4. Make your changes.
  5. Click "Save quick reply".

Deleting a quick reply

  1. Open the quick replies management panel on web.
  2. Click the template you want to delete.
  3. Click the "Delete" button (red, below the message field).
  4. A confirmation dialog appears: "Delete quick reply?" with the message "This will permanently remove this quick reply. Your team will no longer be able to use it in the inbox."
  5. Confirm to delete.

Warning

Deleting a quick reply is permanent. The template is removed for all team members immediately.

Reordering templates

Templates appear in the order set by their sort position. To reorder templates, use the reorder function in the management panel — drag templates to your preferred order, with the most-used templates at the top for faster access.

Role access

Action Owner Manager Stylist
View and use quick replies in conversations Yes Yes Yes
Create, edit, and delete quick replies (web) Yes Yes Yes
View quick replies list (mobile) Yes Yes No

Platform differences

Feature Web Mobile
Create/edit/delete templates Full management panel (two-column editor) Read-only list — manage from web
Use in conversations "Quick replies" button + / keyboard shortcut Quick replies icon in reply toolbar
Search templates Command popover with search field Sheet with search field
Insertion behaviour Replaces current message text Replaces current message text
Reorder templates Supported Not supported

Troubleshooting

Issue Solution
Cannot find quick replies button in the inbox The "Quick replies" button appears in the inbox reply composer toolbar (bottom-left, file icon). You must have at least one inbox conversation open. Quick replies are not available outside the inbox (e.g. not in the campaign composer).
Template not appearing after creating it Quick replies appear immediately after creation. If the template is missing, refresh the page. Check that you clicked "Create quick reply" and saw the success notification.
Quick reply replaced my entire message Quick replies replace the current message text rather than appending to it. If you need to combine a template with custom text, insert the template first, then edit the message before sending.
Cannot create or edit quick replies on mobile Template management is only available on the web app. On mobile, you can view and use existing templates, but creating, editing, and deleting must be done from Engage → Automations → Manage quick replies on web.
"/" shortcut not working The / keyboard shortcut only opens quick replies when the composer text field is empty. If there is text in the field, clear it first or use the "Quick replies" button instead.

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Last updated: March 2026