Chat quick replies allow you to draft and save pre-written messages that you can insert into a chat conversation. This is useful if you receive similar questions often which would otherwise lead to your agents typing the same responses multiple times.
Quick replies are available for all chat channels.
Create a quick reply
In Dotdigital, go to Chat.
In the message input field, select the Quick reply (speech bubble) icon.
Select ADD NEW REPLY at the bottom of the side panel.
For Reply name enter a descriptive name for the quick reply message.
For Message, enter the quick reply message content.
Select SAVE.
Send a quick reply
In Dotdigital Chat, select the chat you want to send a quick reply to.
In the message window, select the Quick reply (speech bubble) icon.
In the Quick replies side panel, select the quick reply you want to send.
You can use the Type selector to display replies created by members of your chat team, or all replies created in your Dotdigital account.
You can also use the Search field to search quick replies by name.
Select USE REPLY. This inserts the content of the quick reply into the message window, so that you can edit it before sending if you want to.
Once you’re happy with the reply, select SEND.
Delete a quick reply
You might have quick replies that now contain incorrect or outdated information that you want to delete.
Deletion is permanent, and deleted quick replies can’t be recovered, so make sure you’re certain that replies are no longer needed by your team before you delete them.
To do this:
In Dotdigital, go to Chat.
In the message window, select the Quick reply (speech bubble) icon.
Select the Edit (pencil) icon for the quick reply you want to delete.
Select DELETE REPLY.
The reply is immediately deleted for all chat agents.