Quick Reply Templates

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. There are two kinds:

Personal replies are visible only to the member who created them.
Workspace replies are available to every member of the workspace. Only workspace administrators can create, edit, or delete them.

Creating quick replies

Go to Settings > Quick Replies, alongside Brains, Workflows, Tags, and Help center. The list shows your personal replies and the workspace's shared replies, with a Personal or Workspace badge on each item.

When creating a reply, choose a clear name that describes when to use it (e.g., "Password reset instructions" or "Refund policy"). Under Who can use this reply?, choose Personal or Workspace, then write the message. Workspace administrators can also change this choice when editing a reply. Making a workspace reply personal makes it private to the administrator who saves it.

Regular members can manage their own personal replies and browse shared replies. Only administrators can create or manage workspace replies. Existing personal replies stay private.

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 number (the visible per-workspace number)
`{{ ticket.greeting }}`	The AI-generated greeting for this ticket
`{{ agent.name }}`	Your name (the replying agent)
`{{ agent.email }}`	Your email address
`{{ 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 }}

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 personal and workspace templates. Each reply is labeled Personal or Workspace. You can search by name or message content. Selecting a quick reply inserts its content into the composer with all variables automatically replaced. You can edit the text before sending.

Quick replies also work when composing a new email. Contact and ticket variables use their fallback values, or become empty, because the ticket does not exist yet.

Quick replies are a starting point. Customize the inserted text to fit the specific situation before sending.