Customers & Automation
Quick Replies
Last updated 15 April 2026
Quick Replies
Create reusable message templates that your team can insert into inbox conversations with a single tap, save time on common responses like confirmation messages, running-late notices, and aftercare instructions.
Where to find it. Web: Sidebar → Automations → Manage quick replies (or click "Quick replies" in the inbox composer). Mobile: Tap the quick replies icon (file icon) in the inbox reply composer. Manage templates from the web in Automations.
TL;DR
- Quick replies are reusable message templates that team members can insert into inbox conversations with a single click or tap.
- Templates are created and managed on web (Automations → Manage quick replies); mobile is view and use only.
- Type / in an empty composer on web to open the quick replies popover without using the button.
- Templates have a 320-character limit and use literal text only, no merge variables.
Overview
Quick replies are reusable message templates that team members can insert into inbox conversations with a single click or tap:
- Create reusable message templates (up to 320 characters each) for common replies
- Insert a template into any inbox conversation with one click or tap
- Search templates by name or body text to find the right reply quickly
- Reorder templates to keep the most-used ones at the top
Quick replies use literal text, there are no merge variables like {{customerName}}. Write each template as a complete, ready-to-send message.
Creating a quick reply
Create quick replies from Automations on web, mobile is read-only.
On web
- Go to Automations in the sidebar.
- Click "Manage quick replies" (or open any inbox conversation and click "Quick replies" → "Manage quick replies").
- Click "New quick reply".
- Enter a Name (up to 50 characters), this is the label your team sees when browsing templates. Example: "Running late".
- Enter the Message (up to 320 characters), this is the text that gets inserted into the conversation.
- Click "Create quick reply".
The template appears immediately in the list and can be used in any inbox conversation.
On mobile
Quick reply management is read-only on mobile. Templates are created and edited using the web app. On mobile, open More -> Automations to review the available automation messaging surfaces.
Tip
Keep quick reply names short and descriptive, your team searches templates by name and body text, so a clear name like "Running late" or "Aftercare, colour" helps everyone find the right template fast.
Using quick replies in conversations
Insert a quick reply into any inbox conversation using the Quick Replies button or the / keyboard shortcut.
On web
- Open an inbox conversation.
- Click "Quick replies" in the composer toolbar (file icon, bottom-left).
- A popover opens with a search field and your template list.
- Type to search by name or message text, or scroll to find the template.
- Click a template to insert the message body into the composer.
The selected template replaces the current message in the composer. The popover closes automatically and focus returns to the text field, so you can edit the message before sending if needed.
Keyboard shortcut: Type / when the composer is empty to open the quick replies popover without clicking the button.
On mobile
- Open an inbox conversation.
- Tap the quick replies icon (file icon) in the reply toolbar.
- A sheet opens with a search field and your template list.
- Search by name or body text, or scroll to find the template.
- Tap a template to insert the message body into the composer.
The selected template replaces the current message. The sheet closes automatically.
Editing a quick reply
Edit an existing quick reply from the management panel on web.
- Open the quick replies management panel on web (see Creating a quick reply for navigation).
- Click the template you want to edit in the left sidebar.
- The editor panel on the right shows the current Name and Message.
- Make your changes.
- Click "Save quick reply".
Deleting a quick reply
Delete a quick reply permanently from the management panel on web.
- Open the quick replies management panel on web.
- Click the template you want to delete.
- Click the "Delete" button (red, below the message field).
- A confirmation dialog appears: "Delete quick reply?" with the message "This will permanently remove this quick reply. Your team will no longer be able to use it in the inbox."
- Confirm to delete.
Warning
Deleting a quick reply is permanent. The template is removed for all team members immediately.
Reordering templates
Templates appear in the order set by their sort position. To reorder templates, use the reorder function in the management panel, drag templates to your preferred order, with the most-used templates at the top for faster access.
Role access
Access to quick reply management varies by role.
| Action | Owner | Manager | Stylist |
|---|---|---|---|
| View and use quick replies in conversations | Yes | Yes | Yes |
| Create, edit, and delete quick replies (web) | Yes | Yes | Yes |
| View quick replies list (mobile) | Yes | Yes | No |
Platform differences
Quick reply management is available on web only; use and search are available on both platforms.
| Feature | Web | Mobile |
|---|---|---|
| Create/edit/delete templates | Full management panel (two-column editor) | Read-only list, manage from web |
| Use in conversations | "Quick replies" button + / keyboard shortcut | Quick replies icon in reply toolbar |
| Search templates | Command popover with search field | Sheet with search field |
| Insertion behaviour | Replaces current message text | Replaces current message text |
| Reorder templates | Supported | Not supported |
Troubleshooting
The following covers common issues with quick replies.
| Issue | Solution |
|---|---|
| Cannot find quick replies button in the inbox | The "Quick replies" button appears in the inbox reply composer toolbar (bottom-left, file icon). You must have at least one inbox conversation open. Quick replies are not available outside the inbox (e.g. not in the campaign composer). |
| Template not appearing after creating it | Quick replies appear immediately after creation. If the template is missing, refresh the page. Check that you clicked "Create quick reply" and saw the success notification. |
| Quick reply replaced my entire message | Quick replies replace the current message text rather than appending to it. If you need to combine a template with custom text, insert the template first, then edit the message before sending. |
| Cannot create or edit quick replies on mobile | Template management is only available on the web app. On mobile, you can view and use existing templates, but creating, editing, and deleting must be done from Automations → Manage quick replies on web. |
| "/" shortcut not working | The / keyboard shortcut only opens quick replies when the composer text field is empty. If there is text in the field, clear it first or use the "Quick replies" button instead. |
FAQ
Why can't I find the Quick Replies button in the inbox?
The "Quick replies" button (file icon) appears in the inbox reply composer toolbar at the bottom-left. You must have an inbox conversation open, quick replies are not available outside the inbox, such as in the campaign composer.
Why did my quick reply replace my entire message?
Quick replies replace the current message text rather than appending to it. Insert the template first, then edit the message before sending to combine a template with custom text.
Why can't I create quick replies on mobile?
Template management is only available on the web app. On mobile you can view and use existing templates in conversations, but creating, editing, and deleting must be done from Automations → Manage quick replies on web.