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Quick Replies

Overview​

Quick Replies are reusable messages for teammates working in Inbox. They reduce repeated typing and keep language consistent without turning the response into an automated Workflow action. Use Quick Replies for human replies; use Workflows for intent-based automation.

Create a Quick Reply​

Good Quick Replies cover repeatable moments such as greeting a customer, requesting missing details, confirming that a teammate is checking, sharing operating hours, or closing a resolved conversation.

  1. Open Quick Replies from the agent sidebar.
  2. Choose the create action.
  3. Give the reply a recognizable name or shortcut.
  4. Write the customer-facing message.
  5. Save when the wording is ready for the team.

Use a Quick Reply​

Quick Replies do not send on their own. A teammate still chooses and sends the message, which makes them suitable for responses that need human judgment.

  1. Open Inbox and select a conversation.
  2. Open the Quick Reply picker from the message composer.
  3. Select the saved response.
  4. Review the inserted text before sending.

Maintain the library​

  1. Edit a reply when policy, pricing language, or team process changes.
  2. Delete replies that are obsolete or duplicated.
  3. Use clear names so teammates can find the right one without reading every message.

Quick Reply or Workflow?​

Use a Quick Reply when a teammate decides whether and when to send the message. Use Send message in Workflow when a defined customer intent should trigger exact automated copy. Use a WhatsApp Message Template when Meta requires approved outbound messaging.

WorkflowsAutomated actions for defined customer intents
tip

Review the Quick Reply library during onboarding and after major policy changes. A small, current library is more useful than a large set of near-duplicates.