Overview
The Quick Replies feature enables users to create predefined response prompts for Facebook and Instagram messages, allowing for faster and more efficient communication. This feature is especially useful for businesses that receive frequent inquiries, enabling them to respond promptly and maintain engagement with customers.
Setting Up Quick Replies:
- Quick replies can be configured for facebook or instagram, using the Workflow actions - Facebook Interactive Messenger and Instagram Interactive Messenger.
- You can configure up to 13 quick replies each with a maximum length of 20 characters.
- Quick Replies are displayed as predefined options on the customer’s interface, allowing them to easily select and send a response with one tap.
- On Conversations, user can see all the quick replies below the message.
- The selected quick reply will be sent as an inbound message. And on conversations page, it is shown in blue.
Note:
- Quick Replies are visible only as part of the most recent message and function as single-tap responses.
- Once a quick reply is selected, the customer cannot change their choice, ensuring a focused interaction.
Channel-Specific Conditions:
- Facebook: You can add Quick Replies alongside buttons and images, providing more options for customer interactions.
- Instagram: You can either add buttons or Quick Replies in a message. Quick Replies can only be added when no attachments are included in the same message.
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