How to Configure Quick Replies in Settings?

Configuring quick replies allows you to create and edit message templates for operators: add text, shortcuts for search, and assign them to categories.

When You'll Need This

• You need to create a response template for typical situations (greetings, closing dialogue, FAQ).
• You need to add a quick reply to an existing category.
• You need to change the text or shortcut of a template.

What's Important to Know

• Quick reply — a text template that an operator can insert with one click or by shortcut.
• Category — required field: each quick reply belongs to one category.
• Shortcut (word) — keyword for search and hint when typing #word.
• Prompt (is_prompt) — if enabled, the reply can be used as a hint for AI.
• Text placeholders — variables are substituted when you insert a template into chat and when sending to the client. Available: operator.first_name, operator.last_name, operator_name, client_name, client_phone, client_email, extra_data.<key>. In the edit form, click a placeholder chip to insert it. Do not confuse with the operator signature in operator settings (name_in_chat_tpl uses different syntax — first_name without the operator. prefix).

Before You Start

• You are logged in with administrator or supervisor rights.
• Your role allows you to edit quick replies.
• At least one quick reply category exists.

Step-by-Step Instructions

1. Open Quick Replies Settings

1. Go to the Settings module through the menu or at /settings-page.
2. In the side menu, find the Operator Panel section.
3. Select Quick replies.

2. Create a New Quick Reply

1. Click the "Add" or "Create" button.
2. In the form, enter:
   • "Category" — select a category from the list (required).
   • "Shortcut" — keyword for search (e.g., greeting, closing).
   • "Reply text" — message template (required). You can use variables, e.g. {{client_name}}.
   • "Prompt" — optional. Enable if this is a hint for AI.
   • "Owner" — optional. For a personal quick reply.
3. Click "Save".

3. Edit a Quick Reply

1. Find the quick reply in the list.
2. Click "Edit".
3. Change the text, shortcut, category, or other fields.
4. Click "Save".

4. Delete a Quick Reply

1. Find the quick reply in the list.
2. Click "Delete".
3. Confirm deletion.

What Happens After

• The quick reply appears in the operator panel for operators whose skill groups and bots match the category.
• Operators can invoke it by shortcut or through the quick replies panel in the chat.

Link to profile: Operators can configure the display mode ("Mine" only or "Global + mine") in Menu → Profile → Quick replies — then they see only those global replies that match the selected mode.

How to Verify Success

• Check that the quick reply appears in the list.
• Log in as an operator from the corresponding skill group, open a chat, and verify the template is available.

Related Materials

• How to Configure Quick Reply Categories
• Using Quick Replies in the Operator Panel
• Configure quick replies in profile — operators choose "Mine" / "Global + mine" mode