Quick replies and labels

Most of what a support team types, it has typed before. Quick replies turn those answers into one keystroke; labels make a conversation findable later.

Quick replies

A quick reply is a saved message with a keyword. In the inbox, type / followed by the keyword and the full text drops into the reply box, where you can edit it before sending.

1. Open Quick Replies and add one

   Give it a title (what you will recognise it by), a keyword (what you will type), and the message itself.
2. Choose a keyword you would actually guess

   /address, /hours, /warranty. If you have to look it up, it is slower than typing the answer.
3. Search rather than scroll

   There is a search box over keyword and title. Once you have more than a dozen, that is how you will find them — so make titles say what the answer is about.

Labels

Labels mark a conversation so you can find it again — refund, vip, escalated, waiting on supplier. Manage the list under Settings → Labels and apply them from the conversation itself.

• A conversation can carry several labels.
• They are searchable from the inbox, so #refund finds every one.
• They can drive routing, sending labelled chats to a particular person or team.