Use Quick Replies

Quick replies are ready message templates for typical client questions. This guide shows how to insert a template into a reply so you answer faster and with the same wording as your team.

When Needed

• You need to quickly respond to a typical client query.
• You want to use standardized wording for certain situations.
• You want to maintain a unified response style for the team.

What's Important to Know

• Quick replies — saved text templates for typical situations.
• You can use variables in templates: operator name, client name, phone, email, additional client fields. The system fills in the data on insertion.
• Quick replies are personal (only for you, you create them in your profile) or global (for the entire team, created by an administrator).
• Personal replies are not limited by bots or skill groups, so you can use them in any dialog.
• Which replies you see depends on the "Quick Replies Source" field in your profile: "Global + mine" or "Only mine".
• Attachments: if a quick reply contains files (images), the system sends them together with the text. You do not need to attach them manually.

Prerequisites

• You are logged in with operator rights.
• You have navigated to the OperatorLine module via Menu -> Operator Panel.
• The chat list has the request of the client you want to reply to.
• You have at least one quick reply available. If you see none, ask an administrator or create your own.

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. Next to the input field, click the button with the tooltip "Open/close the quick replies panel" — a list of available templates appears.
4. Select the needed template from the list — the text is inserted into the input field and replaces anything you have already typed there.
5. If the template has attachments, you see the attached files in the attachment list before sending.
6. If needed, edit the text before sending: add personal information or check the filled-in variables.
7. Click the "Send" button or press Enter — the client receives the message together with all attachments.

What Happens After

The template is inserted into the input field, and you can send it to the client immediately or edit it first.

How to Verify It Worked

• Check that the template text was inserted into the input field correctly.
• Make sure variables (if any) are filled in correctly.
• Check that the text matches the situation and the client's question.
• If the template has attachments, make sure the files are shown in the attachment list before sending.

Choose Which Quick Replies You See

1. In the operator profile, open the "Quick Replies" section.
2. In "Quick Replies Source", select:
   • "Global + mine" — team templates (filtered by the bot and your skill groups) plus your personal ones.
   • "Only mine" — only your personal quick replies.
3. Click "Save".

The choice applies both in chat and in the "Templates" list of the email window.

To create your own quick replies, see Configure quick replies.

Other Ways

• In the "Write to the client" window for an email, the "Templates" button next to "Email body" inserts a quick reply: Send an Email from a Quick Reply.
• Use search in the quick replies list to find the needed template.
• After inserting a template, you can add your own text. You cannot combine two templates in one message.

Related Materials

• Reply to client
• Create outbound request
• Configure quick replies
• Use Copilot