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.

Before You Start

  • You are logged in with administrator or supervisor rights.
  • You have permission to edit quick replies (fastAnswers.canSave).
  • Quick reply categories exist (/settings-page/quick_reply_categories).

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. Click on "Quick replies" (/settings-page/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.