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Quick Responses

What are Quick Responses?​

Quick Responses are pre-written message templates you can use in the chat inbox. Instead of typing the same reply over and over, you create it once and insert it with a click. They are great for common questions, greetings, or standard replies.

How to use it​

Creating a quick response​

  1. Go to Settings > Quick Responses from the sidebar
  2. Click Create Quick Response
  1. Fill in:
    • Name — a short label to identify this response (e.g., "Business Hours")
    • Message — the actual text you want to send
    • Type — choose text, image, video, audio, or document
  2. If you chose a media type, upload the media file
  3. For a text quick response, you can optionally add buttons — see Adding buttons below
  4. Click Save

Adding buttons to a quick response​

A text quick response can include tappable buttons, just like the buttons on campaign messages. They're a simple way to guide a customer to the next step.

You can add one of these (not both):

  • Up to 3 reply buttons — the customer taps one and their choice comes straight back to you as a reply (for example: Yes / No)
  • One website button — opens a link you choose (for example: Visit our store)

To add buttons:

  1. Create or edit a text quick response
  2. In the Buttons section, click Add a button
  1. Choose Custom reply for reply buttons, or Visit website for a website button
  2. Type a short button label (up to 20 characters)
  3. For a website button, also enter the full web address (starting with https://)
  4. Check the live Preview to see how the message will look, then click Save
note

Buttons can only be added to text quick responses. When a quick response has buttons, its message text is limited to 1,024 characters.

Using quick responses in chat​

  1. Open a conversation in the Chat inbox
  2. In the message input area, click the Quick Response icon
  1. Browse or search for the response you want
  2. Click on it. What happens next depends on the quick response:
    • Text — the message drops into the input box, ready for you to edit and send
    • Image, video, or document — a window opens so you can add or change the caption before sending
    • With buttons — a confirmation window opens showing the message and its buttons; review it (edit the text if you like), then click Send
  3. A quick response is never sent automatically — you always review it first

Editing or deleting a quick response​

  1. Go to Settings > Quick Responses
  2. Click on any response to edit it
  3. Or click the delete icon to remove it

Tips & best practices​

  • Create quick responses for your most common replies — business hours, pricing, directions, thank you messages
  • Use descriptive names so you can find them quickly when chatting
  • You can include placeholders in your messages (like {name} or {order_id}) that you fill in each time you use the response
  • Quick responses with media (images, documents) are useful for sending price lists, menus, or brochures repeatedly
  • Keep your quick response library organized — delete outdated ones to keep the list manageable
  • Once your quick responses are ready, head to the Inbox to start using them while sending messages to customers

Frequently asked questions​

Can all team members use the same quick responses?​

Quick responses are available to all team members who have chat access in your organization.

Is there a limit on how many quick responses I can create?​

There is no strict limit. Create as many as you need.

Can I use quick responses in campaigns?​

No. Quick responses are only for one-on-one chat conversations. For campaigns, you use WhatsApp message templates.

Can I include images or documents in a quick response?​

Yes. When creating a quick response, you can choose a type other than text and upload media. This makes it easy to send product images, PDF menus, or other files with a single click.

Can I add buttons to a quick response?​

Yes. A text quick response can include up to 3 reply buttons (the customer taps to reply instantly) or one website button (opens a link). When you use it in chat, a confirmation window lets you review the message and buttons before sending. See Adding buttons above.

Can I search for a quick response?​

Yes. The quick response picker in the chat has a search function. Just type a keyword to find the response you need.