What Are Quick Replies
Quick replies (also called canned responses) are pre-written messages your team reuses all the time — greetings, shipping updates, payment reminders, or answers to frequent questions. They save typing, keep responses consistent, and cut response time dramatically.
Create a Quick Reply
- 1
Open Quick Replies
Go to your inbox and open the Quick Replies panel (the shortcut icon in the reply box). Click "Manage" to view and create saved replies.
- 2
Create a new quick reply
Click "New Quick Reply", give it a short name or shortcut keyword, and write the message your team will send.
- 3
Add shortcuts
Add a shortcut keyword, like "shipping" or "refund", that echoes as you type. This makes the reply quick to find in the middle of a conversation.
- 4
Use placeholders if needed
Insert placeholders like the customer name so the reply fills in the recipient name automatically instead of a generic greeting.
- 5
Save and use it
Save the reply. In any conversation, start typing the shortcut or pick it from the Quick Replies panel to send the message instantly.
Organizing Your Library
Group by topic
Create folders for common areas like sales, support, and billing so the right reply is always one click away.
Shared team replies
Quick replies are shared across your team, so everyone answers in the same tone and with the same up-to-date information.
Edit when needed
Edit or delete any reply from the manager anytime. Changes apply immediately for every team member who uses it.
Tip
Always personalize the first response to each customer. Using a quick reply plus a small custom touch — like the customer's name or order number — keeps replies fast without feeling robotic.