---
title: "How to configure quick replies"
description: "Create, edit, group, and test reusable reply templates that operators can insert into customer conversations."
---

# 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](/en/settings/how-to/configure-operators.md) (`name_in_chat_tpl` uses different syntax — `first_name` without the `operator.` prefix).

## Before You Start

- [x] You are logged in with administrator or supervisor rights.
- [x] Your role allows you to edit quick replies.
- [x] 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](/en/settings/how-to/configure-quick-reply-categories.md)
- [Using Quick Replies in the Operator Panel](/en/operatorline/how-to/use-quick-replies.md)
- [Configure quick replies in profile](/en/profile/how-to/configure-quick-replies.md) — operators choose "Mine" / "Global + mine" mode