Quick Replies
What are quick replies?
Quick replies are pre-written response templates you can insert into your ticket replies. They save time on repetitive answers and help maintain a consistent tone across your team.
Each quick reply has a name for easy identification and a body containing the response text. Quick replies are shared across your workspace, so any team member can use them.
Creating quick replies
Go to Settings > Quick Replies to manage your templates. When creating one, choose a clear name that describes when to use it (e.g., "Password reset instructions" or "Refund policy"). Then write the body text.
Using variables
Quick replies support dynamic variables that are replaced with real values when the reply is inserted into a conversation. The following variables are available:
| Variable | Description |
|---|---|
{{ contact.name }} |
The contact's name |
{{ contact.email }} |
The contact's email address |
{{ ticket.subject }} |
The ticket's subject line |
{{ ticket.id }} |
The ticket's ID number |
{{ ticket.greeting }} |
The AI-generated greeting for this ticket |
{{ agent.name }} |
Your name (the replying agent) |
{{ agent.email }} |
Your email address |
{{ agent.title }} |
Your job title |
{{ workspace.name }} |
The workspace name |
{{ cursor }} |
Where the cursor is placed after the template is inserted |
Fallback values
If a variable might be empty (for example, the contact has no name on file), you can provide a fallback value using the pipe syntax:
{{ contact.name | "there" }}
This displays the contact's name if known, or "there" if it is empty. Any variable can have a fallback.
Example
A quick reply body might look like:
{{ ticket.greeting | "Hi," }}
Thank you for reaching out. I've looked into your issue regarding "{{ ticket.subject }}" and here's what I found:
{{ cursor }}
Best regards,
{{ agent.name }}
{{ agent.title }}
When inserted, the AI greeting replaces the first line, the subject fills in, and the cursor is placed where {{ cursor }} was so you can start typing your response immediately.
Inserting quick replies
When composing a reply in the ticket view, use the quick reply selector to browse your available templates. Selecting a quick reply inserts its content into the composer with all variables automatically replaced. You can edit the text before sending.
Quick replies are a starting point. Customize the inserted text to fit the specific situation before sending.