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Quick Replies are saved templates that attendants trigger with a / shortcut during chat. Instead of writing the same messages repeatedly, you create a library of texts, images, and documents available with two keystrokes. Quick Replies list with active autocomplete

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Quick Reply types

Text

Plain text message, with or without variables. The most common type — ideal for greetings, confirmations, and standard responses.

Image

Sends an image saved in Storage. Useful for catalogs, tutorial screenshots, or promotional banners.

Video

MP4 or WebM video. Size limit defined by the destination channel (WhatsApp: 16 MB).

Document

PDF, Word, Excel, and other formats. The original file name is preserved on send.

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Creating a Quick Reply

1

Open the manager

In the sidebar, go to Settings → Quick Replies or access it from the Inbox by clicking the lightning icon in the reply field.
2

Click '+ New Reply'

The creation form opens with the fields: shortcut, type, content, and visibility.
3

Set the shortcut

The shortcut is the text you type after /. It is normalized automatically: lowercase letters, no spaces (spaces become -). E.g., initial-greeting → /initial-greeting.
4

Write the content

For text, write the message. For media, upload the file or paste the URL. The file is stored in the media-files bucket in Supabase Storage.
5

Choose visibility

  • workspace — available to all Workspace attendants
  • private — visible only to you
6

Save

Click Create. The reply will appear in the Inbox autocomplete the next time you type /.

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Using in chat with autocomplete

When you type / in the Inbox reply field, autocomplete activates automatically. It filters Quick Replies as you type the shortcut.
  • ↑ / ↓ — navigate between results
  • Enter — select and insert the reply
  • Esc — close the autocomplete
The shortcut is normalized before searching: /Initial Greeting and /initial-greeting find the same template. The search is case-insensitive via ilike in the database.

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Dynamic variables

Text replies support variables that are substituted at send time:
VariableSubstituted value
{{nome}}Contact name from the Conversation
{{empresa}}Contact’s company
{{agente}}Name of the attendant sending the reply
{{data}}Current date in dd/mm/yyyy format
Example template with a variable: 
Hi, {{nome}}! We received your message and will get back to you shortly. Best regards, {{agente}}.
Combine variables with follow-up messages for a personal touch without manual effort. Attendants who use Quick Replies with variables reduce their average response time by up to 60%.

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Managing the library

  • Edit: click the three dots next to the reply and select Edit. The shortcut can be changed without affecting other replies.
  • Delete: permanently removes the reply. Deleted shortcuts can be reused by other replies.
  • Filter by type: use the filters at the top of the list to view only images, documents, or text.
  • Visibility: private replies appear with a lock icon. Other attendants cannot see them.
Only owners, managers, and the original creator can edit or delete a Quick Reply. Attendants with the attendant Role can create private replies but cannot edit workspace replies created by others.