Skip to main content

Using Quick Replies & Slash (/) Shortcuts

Summary​

Repetitive customer questions regarding pricing, bank details, office locations, return policies, and service menus can consume valuable agent hours. Quick Replies (Canned Responses) enable agents to retrieve and insert pre-written, standardized responses into any active conversation in seconds using intuitive slash (/) shortcuts or the toolbar modal.

1. Why Use Quick Replies?​

  • Rapid First-Response Times: Cut down reply times from minutes to seconds for standard inquiries.
  • Brand Consistency: Ensure all agents provide identical, accurate, and approved information regarding terms, bank accounts, or procedures.
  • Reduced Human Typing Errors: Eliminate typos in complex URLs, bank account numbers, IFSC codes, or physical addresses.
  • Editable Before Dispatch: Inserting a quick reply places the text directly into the message composer, giving agents the flexibility to customize names, amounts, or notes before pressing Send.

2. Inserting Quick Replies in Chat​

There are two ways to access and insert Quick Replies inside the Wabixo message composer:

+-----------------------------------------------------------------------------------------+
| Type a message... /                                                                     |
+-----------------------------------------------------------------------------------------+
| [Paperclip] [MessageSquare Quick Reply] [Templates] | [B] [I] [S] [</>]         [Send >]|
+-----------------------------------------------------------------------------------------+

Method 1: The Slash (/) Trigger​

  1. Click into the message composer input box.
  2. Type a forward slash (/) at the end of your text.
  3. The Quick Reply Modal instantly opens on your screen with search focused.

Method 2: The Toolbar Button​

  1. In the composer bottom toolbar, click the Quick Reply (MessageSquare) icon.
  2. The Quick Reply Modal opens immediately.

3. The Quick Reply Modal Experience​

When the Quick Reply Modal opens:

+-------------------------------------------------------------------------------+
| Quick Replies                                                                 |
| [ Search quick replies...                                                   ] |
+-------------------------------------------------------------------------------+
| +-----------------------------+  +-----------------------------+              |
| | pricing            [Insert] |  | bank_details       [Insert] |              |
| | Our standard plan starts at |  | Bank: HDFC Bank             |              |
| | *₹1,999/month* with...      |  | Account: 50200012345678     |              |
| +-----------------------------+  +-----------------------------+              |
+-------------------------------------------------------------------------------+
  1. Instant Search: Start typing keywords in the search bar. The system filters in real time across both the Title / Shortcut and the Reply Message Content.
  2. Formatted Text Preview: Cards render rich WhatsApp formatting (such as *bold*, _italics_, and bullet points) so you can verify how the message will look to the customer.
  3. One-Click Insert:
    • Click anywhere on the reply card or the Insert button badge.
    • If triggered by /, Wabixo automatically strips the trigger slash and inserts the canned text directly into your composer.
  4. Customize & Send:
    • Review or edit the text in the composer if needed.
    • Press Enter or click the green Send plane to dispatch the message.

4. Creating & Managing Quick Replies​

Team managers and authorized team members can build and maintain the organization's library of canned responses.

Go to Automations → Quick Replies in the main sidebar (/dashboard/automation/quickReplies).

Creating a New Quick Reply:​

  1. Click the + Add Quick Reply button in the top right.
  2. Fill in the modal fields:
    • Shortcut / Title: A concise identifier used for searching in chat (e.g., pricing_plans, refund_policy, store_hours).
    • Reply Message: The complete response text. You can use standard WhatsApp formatting:
      • *bold* for emphasis
      • _italics_ for terms or names
      • ~strikethrough~ for previous prices
      • Lines and bullet points for clean readability
  3. Click Save Quick Reply.

Managing Existing Replies:​

From the Quick Replies management table, agents can:

  • Search: Quickly locate items by keyword.
  • Copy (Copy icon): Copy message text to your clipboard.
  • Edit (Edit2 icon): Update prices, phone numbers, or phrasing across existing replies.
  • Delete (Trash2 icon): Remove obsolete replies with confirmation.

5. Roles & Access Permissions​

Access to creating and modifying Quick Replies is governed by role-based access control:

  • Permission Name: CanAddQuickReplies
  • Location: Settings → Roles & Permissions → Automation Section
  • Recommended Configuration:
    • Administrators & Team Leads: Full access to create, update, and delete quick replies.
    • Support Agents: Can insert quick replies into chat; editing or deleting the company library is disabled if this permission is toggled off.

6. Customer Troubleshooting & FAQs​

Problem: Typing / did not open the Quick Reply modal​

  • Why it happens: The slash must be typed at the end of your current text. If typed in the middle of existing words without a trailing slash, the trigger will not fire.
  • How to resolve: Press space and type / again, or simply click the Quick Reply (MessageSquare) icon in the composer toolbar.

Problem: Can I send Quick Replies if the customer's 24-hour window has expired?​

  • Why it happens: Quick Replies are free-form customer service messages. WhatsApp Cloud API requires an active 24-hour service window to deliver free-form messages.
  • How to resolve: If the window is expired (indicated by an orange or red timer badge), click the Templates (LayoutTemplate) button instead and select an approved Meta Message Template to re-open the conversation.

Problem: A newly created Quick Reply is not appearing in the chat modal​

  • Why it happens: The modal fetches fresh data on open, but if your internet connection hiccuped or the reply was created on another browser tab, the cache may need a refresh.
  • How to resolve: Close the Quick Reply modal and re-open it, or reload the Team Inbox browser page.

FAQ: Can I edit the text after inserting a Quick Reply?​

Yes. Inserting a Quick Reply merely populates the message composer. You can freely add custom names, edit dates, attach files, or translate the message using the AI Language Converter before sending.