Quick replies
In Sendbird Desk, quick replies let agents insert pre-written responses into the ticket composer. Agents can create and organize replies for common questions, standard greetings, or policy explanations to respond faster and keep team messaging consistent.
Create a quick reply
Admins can create quick replies for all agents, a specific team, or themselves. Agents can create quick replies for themselves.
- On the Desk dashboard, go to Settings > Desk > Quick replies.
- Click Add.
- Enter a value in the Subject field.
- Enter a response in the Message field. You can use variables such as
{{customer.name}}to personalize the response. Desk replaces each variable with the corresponding customer data when the agent sends the reply. - Select an access level:
- All agents: Shares the quick reply with all agents.
- Specific team: Shares the quick reply with agents on the selected team.
- My quick replies: Makes the quick reply available only to you.
- Optionally, assign one or more categories to organize the quick reply.
- Click Save.
Organize quick replies with categories
Each agent can create categories to organize and find quick replies by topic, workflow, or other criteria. To create a category, go to Settings > Desk > Quick replies and click the + button next to Shared categories. You can customize the name and order of categories.
When you delete a category, Desk handles its quick replies as follows:
- Quick replies assigned only to the deleted category move to the Default category.
- Quick replies assigned to multiple categories are removed from the deleted category and remain in their other categories.
Note: All quick replies created before the category feature was introduced are located in the Default category.
Use quick replies
On the Ticket details view, type # or click the quick reply button to open the quick replies panel.
Filter quick replies by access
Use the tabs at the top of the panel to filter quick replies based on their access level.
| Tab | Description |
|---|---|
All | Shows all quick replies you have access to. This is the default tab. |
Shared | Shows quick replies shared with all agents. |
Team | Shows quick replies shared within your team. |
My quick replies | Shows quick replies you created for yourself. |
Each quick reply displays a badge indicating its access level and category, such as Common, Team > Refund, or Me only > Approve.
Search quick replies
Use the search icon at the top-right corner of the panel to find quick replies by subject. The search applies within the currently selected tab.
Note: Quick replies are searchable by subject only. Searching by keywords in the message body isn't supported.