Quick replies and notes: what the chat input can do

Where to find it

Open Chats and pick a client’s chat. The tools sit on the bar under the input field. If the conversation is closed and there is no open one, the input field is not shown.

The buttons under the input field

Quick replies

A quick reply is ready text that goes into the field in one step: your opening hours, address or cancellation terms, for example.

By shortcut. In an empty field type «/» and the template shortcut, for example /opening, and press Enter (or Tab). The template text replaces the shortcut in the field. You can edit it before you send.

From the list. Click the Quick replies button under the field. The list shows the shortcut, title and the start of the text, with a search box on top that looks through all three. Click a template and it goes in where the cursor is.

How to create a template

1. 1Open Settings, section Quick replies. The Manage quick replies link at the bottom of the list in a chat leads there too.
2. 2Click New template.
3. 3Fill in the Title and Message. The Shortcut is optional, but with it the template goes in with «/».
4. 4Click Save.

Each template has edit and delete buttons. If there are no templates yet, Add examples creates three samples you can edit.

The owner and administrators can create and change templates. Anyone on the team who answers clients can use them in chats.

Internal note

Click the note button and the field turns yellow. Write your text and send it as usual.

• ·Only your team sees the note in this chat. It never reaches the client in any channel.
• ·A note does not take the chat from the assistant: it keeps answering the client as before.
• ·To delete a note, hover over it, click the bin on its left and confirm.

Mentioning a teammate

Type «@» and pick a teammate from the list (you can narrow it by typing the start of their username). Their username goes into the text, for example @grace.en. Once you send, your teammate gets a notification.

Mention teammates in notes. A mention works in a normal message too, but then the text with «@» goes to the client.

Voice message

Click the microphone and speak. While recording you see a timer and a live sound wave. The arrow stops the recording and sends the voice message to the client right away, as a separate message. The bin cancels the recording without sending anything. One recording can last up to 5 minutes.

Your browser will ask for microphone access. If there is no microphone button, the browser cannot record sound.

Photos from the knowledge base

Click the picture button. It opens the photos from Knowledge base → Images, which you can filter by folder or search. Tick the ones you need (up to 5) and click Attach. The photos go into your message, you can add text and send. Each photo goes as a separate message, and the text goes with the first one.

Tips

• ·Quick replies are for your team. The assistant doesn’t use them: it answers from your business profile and knowledge base. If you want the assistant to give the same answer, add that information to the profile or the knowledge base.
• ·Give templates short shortcuts that are easy to remember: address, opening, cancellation.
• ·Check the shortcut before you press Enter: if there is no such shortcut, Enter sends the typed text to the client as it is. Tab sends nothing in that case.
• ·Don’t record a voice message in note mode: it still goes to the client, not to the team.

FAQ