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Quick Replies & Slash Shortcuts Library

Summary​

The Quick Replies Library provides a centralized repository of pre-written, standardized response templates that support and sales agents can insert into customer conversations with a single keystroke. By typing a forward slash (/) in the Team Inbox composer, team members can instantly search and insert approved answers for common inquiries—such as pricing sheets, payment coordinates, store hours, return policies, and greeting notes.

Quick replies drastically reduce First Response Times (FRT), eliminate repetitive typing, and ensure brand-compliant communication across large customer care teams.

All quick replies are created and managed under Automations → Quick Replies (/dashboard/automation/quickReplies).

Accessing the Quick Replies Library​

  1. In the top navigation bar, click Automation.
  2. In the left-hand navigation sidebar under Automations, select Quick Replies.
  3. The directory displays all currently active shortcuts, their trigger titles, message previews, and editing controls.
  4. To add a new shortcut, click the + Add Quick Reply button in the top-right corner.

Creating & Editing a Quick Reply​

In the New Quick Reply dialog:

  1. Shortcut / Title:
    • Enter a concise, memorable trigger keyword (e.g., pricing, bank_details, hours, refund_policy, or greeting).
    • You can include or omit the leading slash when creating the title—Wabixo automatically indexes it for the / trigger in the inbox.
  2. Reply Message:
    • Type the complete canned response text. You can leverage full WhatsApp text formatting:
      • *Bold text* for emphasis and headers.
      • _Italic text_ for secondary notes.
      • ~Strikethrough~ for previous offers or discounts.
      • Bullet points (- or * ) and numbered lists.
      • Direct hyperlinks and emojis.
  3. Click Save Quick Reply to publish the shortcut workspace-wide.

Using Slash (/) Shortcuts in the Team Inbox​

Once created, quick replies are available instantly across all authorized team members in real time:

  1. Navigate to the Team Inbox (/dashboard/chat) and select an active customer thread.
  2. Click inside the message composer at the bottom of the screen.
  3. Type the forward slash character: /.
  4. An autocomplete popover menu opens immediately above the input bar, displaying matching quick replies.
  5. Filter your shortcuts by typing the first few letters (e.g., typing /pri instantly filters to your pricing shortcut).
  6. Navigate choices using the Up / Down arrow keys on your keyboard and press Enter (or simply click the desired option with your mouse).
  7. The full standardized response is injected directly into your composer.
  8. Personalize Before Sending: The injected text remains fully editable in the composer. Agents can add the customer's name, tailor specific details, and review the draft before clicking Send.

Best Practices for Shortcut Architecture​

  1. Adopt a Consistent Prefix Convention:
    • As your library expands to dozens of responses, standardize shortcuts using departmental prefixes:
      • /sales-pricing, /sales-discount, /sales-quote
      • /support-hours, /support-returns, /support-warranty
      • /billing-bank, /billing-gst, /billing-receipt
  2. Keep Core Shortcuts Memorably Short:
    • For high-frequency greetings and sign-offs, use simple single-word triggers like /hi, /thanks, and /bye.
  3. Conduct Regular Content Audits:
    • Designate team leads to periodically review quick replies, verifying that phone numbers, policy links, and operating hours stay completely current.

Customer Troubleshooting & FAQs​

Problem: Typing / does not open the quick reply autocomplete popover​

  • Why it happens:
    1. The composer is currently locked because the customer's 24-hour WhatsApp service window has expired.
    2. A leading space was entered before the slash (the slash must be typed at the start of a line or preceded by a space).
    3. No quick replies have been created yet in the library.
  • How to fix it: If the 24-hour window has closed, use an approved Meta message template to re-open the conversation. Ensure you type / directly into the active composer.

Problem: Who has permission to create, edit, or delete organization-wide quick replies?​

  • Permission Control: Access to manage quick replies is controlled by role-based permissions configured by an Administrator under Team Management. Agents without management permissions can freely use all existing quick replies via the / composer shortcut, but cannot delete or edit master entries.

Problem: Can an agent edit the text of a quick reply after inserting it?​

  • Yes. Inserting a quick reply pastes the text into the active composer box. The message is not dispatched immediately, allowing the agent to personalize greeting lines or adjust figures before sending.