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Quick reply management

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Manage a shared library of quick replies that customer service agents use during conversations to respond to customers faster.

Prerequisites

Overview

Quick Reply Management helps customer service agents preset frequently used replies for quick retrieval, improving response efficiency. Administrators can manage the quick reply library on this page. Agents can use these quick replies directly in the messaging workspace.

Both administrators and agents can manage quick replies. Administrators and agents share the same quick reply library — any changes made by any member take effect for all agents.

Key features:

Feature

Description

Quick Search

Search by title and content to quickly locate target replies.

Flexible Management

Add, edit, and delete quick replies with immediate effect.

Batch Operations

Select and delete multiple replies in batch to improve management efficiency.

Pin Display

Pin frequently used replies to the top, with drag-and-drop support for reordering.

Procedure

Step 1: Go to Quick Reply Management

  1. Log on to the Customer Service Agent platform with an administrator account.

  2. In the left-side navigation pane, click Quick Reply Management.

  3. The quick reply list page appears.

Step 2: Add a quick reply

  1. On the Quick Reply Management page, click Add Reply.

  2. In the dialog box, enter the following information:

    • Title: A title for the quick reply for easy identification and search (required).

    • Content: The content of the quick reply. Multi-line text is supported (required).

  3. Click OK to complete the creation.

Note

New quick replies are not pinned by default and are sorted by creation time. Drag-and-drop sorting is supported. Agents can use the quick reply immediately in the messaging workspace.

Step 3: Edit a quick reply

  1. In the quick reply list, find the quick reply to edit.

  2. Click Edit.

  3. In the dialog box, modify the title or content.

  4. Click Save to apply the changes.

Note

Editing preserves the original pin status and sort position and does not affect other quick replies.

Step 4: Delete a quick reply

Delete a single quick reply

  1. In the quick reply list, find the quick reply to delete.

  2. Click Delete.

  3. In the confirmation dialog box, click OK.

Batch delete quick replies

  1. Select the check boxes of the quick replies to delete.

    Note

    Select the header check box to select all records on the current page.

  2. Click Batch Delete at the top of the list.

  3. In the confirmation dialog box, click OK.

Important

Deletion is irreversible. Proceed with caution. Batch deletion applies only to the selected records on the current page.

Step 5: Pin and sort quick replies

Pin a quick reply

Pin frequently used quick replies to the top for quick access.

  1. In the quick reply list, find the quick reply to pin.

  2. Click Pin.

After pinning:

  • The quick reply appears at the top of the list.

  • The background color changes to light blue.

  • The button label changes to Unpin.

Unpin a quick reply

  1. Find the pinned quick reply.

  2. Click Unpin.

  3. The quick reply returns to its original position in the list.

Reorder pinned quick replies

Pinned quick replies support drag-and-drop reordering.

  1. Hover over a pinned quick reply. The cursor changes to a move icon.

  2. Hold the left mouse button and drag the quick reply to the target position.

  3. Release the mouse button.

  4. The new order takes effect immediately without saving.

Note

All quick replies (pinned and unpinned) support drag-and-drop reordering.

Step 6: Search for quick replies

When the quick reply list is long, use the search function to quickly locate target content.

  1. In the search area, enter one or both of the following criteria:

    • Title: Keywords from the quick reply title.

    • Content: Keywords from the quick reply content.

  2. Click Search.

  3. The list displays the matching results.

Step 7: View full content

When a quick reply has long content, the list truncates the display.

  1. Hover over the cell in the content column.

  2. A white overlay automatically appears and shows the complete content.

  3. The overlay disappears when the mouse moves away.

Note

Content exceeding 50 characters is automatically truncated in the list. Hover over the cell to view the full content.

Scenarios

Quick Reply Management is suitable for the following scenarios:

  • Greetings — Common greetings such as welcome messages and thank-you messages.

  • Product introductions — Standard descriptions of product features, pricing, and usage methods.

  • After-sales service — Fixed explanations for return and exchange processes and after-sales policies.

  • Technical support — Answers to frequently asked questions and troubleshooting steps.

  • Business guidance — Standard process descriptions for operational guidance and workflows.

References

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