Quick responses and tags

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Quick responses

Quick responses are saved replies your team inserts from the composer by typing their shortcut. Manage them for everyone in Settings › Quick responses.

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Create one

1. Click Add quick response.
2. Set its shortcut, write the message, and optionally put it in a group so it’s easier to find.
3. Click Create quick response.

Your team then types the trigger and the shortcut in a chat (for example //refund) and presses Tab or Enter to insert it. See Reply and work together.

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Composer trigger

The composer trigger is what agents type before a shortcut: // by default. Change it at the top of the page if // clashes with something your team types often.

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Tags

Tags are labels your team puts on chats to sort and report on them, like billing, bug or feedback. Manage them in Settings › Chat tags.

• Click Add tag, name it and click Create tag.
• Edit or remove a tag from its row.

Agents add tags to a chat from Visitor details › Tags in the Inbox.