Quick replies are pre-written responses that agents can use to respond quickly to email or chat messages. You can style them using basic text modification tools in
When agents access quick replies, those that have been marked as favorites appear at the top of the list. Quick replies are searchable by title or keywords, so it is important that you create meaningful titles and associate relevant keywords to each reply so agents can quickly and easily access the quick replies they need. Quick replies are only available for email and chat skills. For agents in a certain email or chat skill to access quick replies, you must assign those skills to the quick reply.