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Overview

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.

Add/Edit a Quick Reply

Prewritten Response

How to Add A Quick Reply

To add a new quick reply to a prewritten response, follow the steps below:

  1. Locate the response you wish to update and select the pencil icon in the top right corner.

  2. 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.

  1. 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.

  2. Select “Response Name” or "Input Text" as the type.

  3. Add your button's action.

Response Name: Select the prewritten written response name that you’d like to populate when the button is selected.

Input Text: Copy and paste in the quick reply label text, but be sure to exclude the "?".

  1. To add another quick reply, go back to Step 2 and follow the same steps.

Generated Response

If you want to add a quick reply to a generated response, follow the steps below:

Enrich Generated Responses

Our Recommendations

  • 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:

FAQs

When adding a quick reply, should I select a Response Name or add Input Text?

You can choose based on which works best for your desired action:

Input Text: This is a great way to redirect to topics where you have no prewritten responses. By adding input text, it will be as if the user typed that exact text and it will generate a response. With Input Text, depending on the input you place in the quick reply, it might point to a prewritten response anyway. Just ensure there are no “?” in the container

Response Name: Method to quickly direct a user to the prewritten response you want.

Can I link out to a URL from a quick reply?

No, you can only link out to a URL from a button or hyperlink.

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