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Last updated
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Quick replies are added to each response to encourage continued engagement from the user. Not only do the users remain engaged, but they are also prompted to view information on a specific subject you have chosen. Typically, quick replies are the next 2-3 most commonly asked questions for each response or encouraging users to learn more about suggested topics.
To add a new quick reply to a prewritten response, follow the steps below:
Locate the response you wish to update and select the pencil icon in the top right corner.
Locate the “Quick Replies” area within the response window. You can either select “Add Quick Reply…” to add a new one or edit an existing quick reply.
Add a quick reply label. This will be visible to your end user. We recommend writing it in question format for web or app channels or as a short label for a Facebook channel.
Select “Response Name” or "Input Text" as the type.
Add your button's action.
To add another quick reply, go back to Step 2 and follow the same steps.
If you want to add a quick reply to a generated response, follow the steps below:
All responses should contain 2-3 quick reply options
Quick replies should be written in question format
Review and adjust your quick replies throughout the year to recommend popular topics or 'need to know' information to your clients
HELP, NO MATCH and TLDRshould always have quick reply responses created to address common user inquiries
Due to limitations in Facebook, we recommend using short labels within this channel.
On Facebook, the quick reply label character limit is 20
The quick reply label name should be directly related to the linked response copy
Quick replies should never link to a URL. If you’d like to include a URL, please add this as a button
The quick reply label should be short enough that it doesn’t extend to multiple lines for the end user:
