Use Quick Replies

Quick replies are ready message templates that help quickly respond to typical client questions. This instruction will show how to use reply templates to speed up work and maintain communication consistency.

When Needed

  • You need to quickly respond to a typical client query.
  • You want to use standardized wording for certain situations.
  • You need to speed up processing of requests with the same questions.
  • You want to maintain a unified response style for the team.

What's Important to Know

  • Quick replies — saved text templates for typical situations.
  • Templates can contain variables that are automatically filled (for example, client name).
  • Quick replies are configured in the operator profile or by an administrator.
  • Quick replies can be personal (only for you) or global (for the entire team).
  • Personal replies are not limited by bots or skill groups, allowing using them in any context.
  • You can configure display mode: "Mine" (only personal), "Global + mine" (combination), "Global" (only global).
  • You can use templates as is or edit them before sending.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • You have an open request with a client.
  • There are configured quick replies in the system (if there are none, contact an administrator or configure them in your profile).

Step-by-Step Instructions

  1. Open the needed request in the chat list — a window with conversation history opens on the right.
  2. Go to the message input field at the bottom of the dialog window.
  3. Find the "Quick Replies" button or icon near the input field (may be in the form of a template icon or button with a label).
  4. Click the button — a list of available reply templates appears.
  5. Select the needed template from the list — text automatically inserts into the input field.
  6. If needed, edit the text before sending (replace variables, add personal information).
  7. Click the "Send" button or press Enter — the message is sent to the client.

What Happens After

The template inserts into the input field, and you can send it to the client immediately or edit it. This speeds up work and ensures response consistency.

How to Verify It Worked

  • Check that the template text inserted into the input field correctly.
  • Make sure variables (if any) are filled correctly.
  • Check that the text matches the situation and client's question.

Configuring Display Mode

  1. In the operator profile, find the "Quick Replies" section.
  2. Select display mode:
    • "Mine" — display only your personal quick replies.
    • "Global + mine" — display global and personal quick replies filtered by bot.
    • "Global" — display only global quick replies.
  3. Save settings.
  4. In the dialog, when opening the quick replies panel, replies are displayed according to the selected mode.

Other Ways

  • You can configure your own personal templates in the operator profile.
  • Personal replies are available only to you and are not limited by bots or skill groups.
  • Use search in the quick replies list to quickly find the needed template.
  • You can combine multiple templates or add your own text to them.