Quick Replies in Chats with Customers

Quick Replies are a tool that allows you to create message templates and use them in chats with customers.

For one store, you can create up to 20 quick reply templates. The maximum template size is 1 000 characters. You cannot add videos, images, or files. The feature is only available in the account on the website. Templates will be translated into the recipient’s language when sending the message.

Quick reply templates must comply with the customer communication guidelines. We check the texts and can cancel the message sending and delete the template.

Learn more about customer communication guidelines

Create a template for quick replies

• From a sent message
• New template

1. In the top right corner of the screen, click .
2. Select the Customers section and open the required dialogue.
3. Find the message, right-click and select Add to Quick Replies.

1. In the top right corner of the screen, click .
2. Select the Customers section and open any dialogue.
3. Click Quick Replies.
4. Click and add the message text.

Edit or delete the template for quick replies

1. Open the list of templates for quick replies in any dialogue with the customer.
2. Hover the cursor over the template.
3. To edit, click . To delete, click .