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.