Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud.

⚠️ Attention: This feature is available to be configured only for Operator and Admin profiles.

How It Works

To use this feature, go to Support Service > Settings > Conversation Settings > Quick replies > Manage.

On the main screen, you will see the following information:

• Keyword (shortcut title);
• Message;
• Groups;
• Created by;
• Status (active or inactive);
• Edit and delete options.

💡 Tip: Use the filters to get specific search results.

Create a New Quick replies

Go to Support Service > Settings > Conversation Settings > Quick replies > Manage:

1. Click on the New Quick replies button;

2. Create the shortcut title;

3. Select the type of response (Text or File);

4. Write the Quick replies text;

5. In Add Variable, insert one or more variables to personalize your message: Customer Name, Phone, Email, Agent Name, Ticket Number;

💡 Tip: Variables facilitate filling in information (about the customer or agent) and are automatically applied when sending the message. Example: "Hello, {{Name}}, how are you? What would your request be about?".

6. Choose enable to make the canned response available to all groups or disable to select one or more specific groups;

7. Click Save.

Done! Quick replies created successfully.