Quick Replies
Quick reply is a feature commonly used in CRM to provide predefined response options. This helps the agents to reply quickly in case of recurring scenarios.
You can select any quick reply to respond quickly to a question or prompt without needing to type out a full response.
Create Quick Replies:
To create Quick replies to your Help desk platform, follow these steps:
1. Access the "Quick Replies" section within the settings page of your BIK dashboard.
2. Click on “Quick Replies” tab.
3. Click on "Create Quick Reply" button to initiate the creation of a quick reply.
4. Please complete the required fields of short code, accessibility and body text to create a quick reply.
5. Save the changes to successfully add a quick reply to your platform.
Edit or Delete Quick Replies:
To manage quick replies, follow these steps:
Settings → Quick Replies → Edit or Delete
How to use a quick replies:
To use Quick replies in help desk, you can follow these steps:
Access these quick replies by navigating to the help desk.
Click on the "Quick Reply" button.
Select a quick reply that suits your needs.
Click "Send" to use it.
Quick reply can also be triggered using the Shift + Q command
Accessibility of Quick Replies:
Accessibility of "private, share with, public" typically refers to the visibility or availability of quick reply to different agents and teams.
Types of accessibility:
Public:
Anyone logged into the BIK dashboard can access these quick replies.
Share with:
Quick replies can be accessed only by shared agents and teams, allowing them to use these quick replies in the help desk.
Private:
Private quick replies are accessible only to the creator of the quick reply and are not visible to other agents or teams.
Variables in Quick replies:
The variables listed in the image below are supported for use in quick replies.
Auto-fill in quick replies:
Selected variables in quick replies will be auto-filled with the respective customer information when clicking on "Copy to Editor".
If the variable is not auto-filled, then the agent can review and modify it with the respective customer's information.
FAQs
1) Are quick replies available on multiple channels?
Yes, quick replies are available for all four channels: WhatsApp, Instagram, Email and Facebook.
2) Are AI assistant responses trained on quick replies?
Yes, quick reply information is also used to train AI assistant responses.
3) Can I use variables in quick replies to personalise messages?
Yes, you can use the "Add variable" option in the body text while creating a quick reply.
4) Can I import or export my quick replies to use them on another platform?
No, you cannot import or export the quick replies in BIK as of now.
5) Are quick replies saved for future use?
Yes, once you create a quick reply, it is saved for future use, making it easy to reuse responses to common questions.
6) Can I use quick replies to send attachments or media files?
No, you cannot create a quick reply with attachments or media files. You can only add variables to quick replies.
7) Can i use rich text templates in quick replies?
No you can't use rich text templates involving media / buttons in quick replies. Though you can trigger an automation flow from the chatbot which has these interactive elements.
For further assistance or to raise feature requests related to quick replies, please contact [email protected]