Configure Quick Replies

Quick replies are saved message templates that can be quickly inserted while working with clients. This instruction will show how to configure your own quick replies in the profile to speed up work and standardize communication.

When It Will Be Useful

  • You need to create personal response templates for typical situations.
  • You want to edit or delete existing quick replies.
  • You need to organize quick replies by categories.
  • You want to configure keywords for quick template search.

What's Important to Know

  • Quick replies — text templates that can be inserted with one click or by keyword.
  • Templates can contain variables (placeholders) that are automatically filled (for example, {{client_name}}).
  • 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 them to be used in any context.
  • Keywords are used for quick search and calling hints when typing #keyword.
  • Display mode — you can configure displaying only personal ("Mine") or a combination of global and personal ("Global + mine").

Before You Start

  • You are logged in with operator rights or Root admin.
  • You have navigated to the Profile module through the menu or profile icon.
  • You have access to the quick replies settings section.
  • Note for Root admin: Users with the Root admin role have full access to all quick reply functions, including creation, editing, and deletion.

Step-by-Step Instructions

  1. In the Profile module, find the "Quick Replies" section.
  2. Configure display mode (if available):
    • "Mine" — display only your personal quick replies.
    • "Global + mine" — display global and personal quick replies with filtering by bot.
    • "Global" — display only global quick replies.
  3. To create a new quick reply:
    • Click "Add" or "Create".
    • Enter the template text in the editor.
    • Add a keyword for quick search (for example, #greeting).
    • Configure additional parameters (category, bot restrictions, if needed).
    • Save the template.
  4. To edit an existing quick reply:
    • Find the needed template in the list.
    • Click "Edit".
    • Make changes to the text or settings.
    • Save changes.
  5. To delete a quick reply:
    • Find the template in the list.
    • Click "Delete".
    • Confirm deletion.

What Happens After

Quick replies are saved and available for use in the OperatorLine module. You can call them by keyword or through the quick replies panel while working with clients.

How to Verify Everything Worked

  • Check that quick replies are displayed in the list in the profile.
  • Verify that they are available in the OperatorLine module when entering a keyword.
  • Check that text is inserted correctly with all variables.

Other Ways

  • You can create categories to organize quick replies.
  • Use import/export to share templates with colleagues.
  • Some templates may be available only for specific bots or channels.

Important Notes

  • 💡 Personal templates: You can create your own personal templates for individual needs that are available only to you and are not limited by bots or skill groups. Personal replies can be used in any context.
  • 🔄 Global templates: Administrators can create global templates for the entire team. Global replies can be limited by bots or skill groups.
  • 📝 Keywords: Use short and clear keywords for quick search.