Quick Replies
Quick replies are pre-written text snippets for common customer questions, accessible via a keyboard shortcut in chat. They save time on recurring requests – from opening hours and pricing inquiries to appointment confirmations.
What are Quick Replies?
Quick replies are saved text templates that a team member can instantly insert in chat using a keyboard shortcut – typically a slash followed by a short keyword. Instead of typing "Our opening hours are Monday to Friday 9am–6pm" every time, a brief shortcut like /hours is all that's needed.
Quick replies should not be confused with Message Templates – those are pre-approved outbound messages from Meta. Quick replies are internal tools for the support team and are used only in response to incoming messages.
Quick Replies in the WhatsApp Business App
In the WhatsApp Business App, up to 50 quick replies can be saved. How to create one:
- Open app → Settings → Business Tools → Quick Replies
- Tap '+' and enter the message text and shortcut keyword
- In chat: type slash
/, begin typing the shortcut, select the template
Limit: 50 quick replies, text only (no images, no buttons), no variables.
Advanced Capabilities on Messaging Platforms
Professional platforms like SendSeven take quick replies to the next level:
- Unlimited templates: No limit on quantity, clearly categorizable
- Variables: Personalization with
{{first_name}},{{order_number}}– the platform automatically populates fields from the contact profile - Multimedia: Quick replies with image, document, or voice message possible
- Team-wide: All team members access the same template library – consistent communication across the entire business
- AI suggestions: AI-powered systems automatically suggest relevant quick replies based on conversation context
- Multilingual: Templates in multiple languages for international customers
Practical Examples for SMBs
Typical quick replies for small and medium-sized businesses:
| Shortcut | Use Case | Example Text |
|---|---|---|
/hours | Opening hours | We are open Mon–Fri 9am–6pm and Sat 10am–2pm. You're also welcome to message us outside these hours – we'll get back to you on the next business day. |
/price | Pricing inquiry | Our prices are available on our website at [link]. For a custom quote, please briefly describe what you need – we're happy to help. |
/confirm | Appointment confirmation | Your appointment on [date] at [time] is confirmed. Please let us know at least 24 hours in advance if you need to cancel. |
/shipping | Shipping & delivery | Standard delivery: 3–5 business days. Express (additional charge): 1–2 business days. You'll receive an automatic shipping confirmation by email. |
/thanks | Closing conversation | Thank you for getting in touch! If you have any further questions, we're always available. Have a great day! |
Quick Replies with SendSeven
In SendSeven's Unified Inbox, you manage your quick replies centrally – valid for all channels (WhatsApp, email, live chat). New team members have access to the full template library from day one.