Quick replies

Quick replies are messages your team writes once and reuses in the console: the greeting, the opening hours, how to pay, the delivery zones. They are managed in WhatsApp Agent → Quick replies (you need manage:wa-settings).

Using them in the console

In a thread’s text box, type /: the palette opens with your replies grouped by category. Keep typing the shortcut to filter (for example /hor) and pick one. You can also open the palette with the Quick replies button in the text box and search by name.

If the reply has an attachment, it is sent with its text as the file’s caption.

Creating a quick reply

Create opens the form, in three sections:

Field	What it is
Shortcut	What is typed after /, with no spaces (e.g. horario).
Title	How it appears in the palette.
Category	Groups the palette (e.g. Payments, Shipping, General).
Message	The text. It supports the variables {{nombre}} (name), {{telefono}} (phone), {{negocio}} (business) and {{asesor}} (advisor), which are replaced when inserted.
Attachment	An image, PDF or video of up to 16 MB that travels with the message.
Use already-configured data	If you choose an option, the message and attachment come from your settings and the Message field is ignored (see below).
Active and Order	Whether it appears in the palette and in which position.

Replies with already-configured data

Two replies can build themselves from your settings, so they never go out of date:

• Payment QR: sends the QR image and the account details you loaded in Orders and delivery.
• Delivery zones: sends the list of zones, rates and delivery times from that same tab.

Tip

Use quick replies for what your team writes several times a day. The FAQs in Knowledge are something else: those are what the agent uses to answer on its own.