How to Configure Quick Reply Categories?

Configuring categories allows you to organize quick replies for operators: create categories, assign them to skill groups and bots, so operators see only relevant templates.

When You'll Need This

  • You need to create a category for grouping quick replies (e.g., "Greetings", "Closing dialogue").
  • You need to restrict access to categories by skill groups or bots.
  • You need to change the assignment of an existing category.

What's Important to Know

  • Quick reply category — a group of templates that operators can use in chats.
  • Skill groups — required field: the category is available only to operators from selected groups.
  • Bots — optional: if selected, the category is shown only in chats of these bots.
  • Owner — optional: for personal categories (only for a specific user).

Before You Start

  • You are logged in with administrator or supervisor rights.
  • You have permission to edit categories (fastAnswersCategories.canSave).
  • Skill groups exist (/settings-page/skill_groups).

Step-by-Step Instructions

1. Open Category 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 reply categories" (/settings-page/quick_reply_categories).

2. Create a New Category

  1. Click the "Add" or "Create" button.
  2. In the form, enter:
    • "Name" — category name (e.g., "Greetings", "FAQ").
    • "Skill groups" — select at least one skill group. Operators from these groups will see the category.
    • "Bots" — optional. If you select bots, the category will be visible only in chats of these bots.
    • "Owner" — optional. For a personal category, specify the user.
  3. Click "Save".

3. Edit a Category

  1. Find the category in the list.
  2. Click "Edit".
  3. Change the name, skill groups, or bots.
  4. Click "Save".

4. Delete a Category

  1. Find the category in the list.
  2. Click "Delete".
  3. Confirm deletion. If the category has quick replies, the system may offer to delete them together with the category.

What Happens After

  • The new category appears in the list and is available for adding quick replies.
  • Operators from the corresponding skill groups see the category in the operator panel when working with chats.

How to Verify Success

  • Check that the category appears in the list.
  • Go to /settings-page/quick_replies and create a quick reply in the new category.
  • Log in as an operator from the corresponding skill group and verify that the category is displayed in the chat.