Quick Replies

Quick Replies

Quick Replies are saved message templates you can send in any chat by typing "/". Answer common questions about your hours, address, or pricing, in a couple of taps with text and media, instead of typing the same thing over and over.

Prerequisites

  1. Stable internet: A stable internet connection is required to create and sync your quick replies.
  2. A business account: Quick Replies are managed from the Business Hub on your business account.

About Quick Replies

Your quick replies live in a library you open from the Business Hub. There are three kinds:


Kind

What it is

Can you delete it?

System defaults

Four replies filled in automatically from your business profile — profile card, address, working hours, and channel link.

No

Suggested presets

Seven ready-made replies added to your account to get you started.

Yes

Your own

Replies you create yourself.

Yes


You can have up to 100 quick replies in total (suggested presets and your own count toward this. The four system defaults do not).

System Defaults

These four are always available and stay in sync with your business profile:


Default

What it sends

Business profile

Your public profile as a contact card.

Business address

Your address as text, plus a location pin if you have set your location.

Working hours

Your working hours, listed for all seven days of the week.

Business channel

Your public channel link.


System defaults do not have a typed shortcut — find them in the "/" picker by typing a keyword like "hours", "address", "profile", or "channel". To change what they send, edit the matching field in your business profile.

Suggested Presets

New accounts include these seven ready-made replies. You can edit or delete them like your own:


Shortcut

Message

/hi

Hi! Thanks for reaching out. How can we help you today?

/thanks

Thank you for your message! We'll get back to you shortly.

/closed

We're currently closed. We'll respond as soon as we're back online.

/order

Your order is confirmed! We'll keep you updated on the status.

/payment

Thank you! Your payment has been received and confirmed.

/callback

We'll give you a call shortly to assist you better!

/done

Your request has been completed. Do let us know if there's anything else we can help with!

How to Create a Quick Reply

Android
  1. Open the Business Hub tab.
  2. In the Conversations section → Tap Quick Replies.
  3. Tap (+) New reply.
  4. Enter a Shortcut (/) - the keyword helps you to find the reply easier.
  5. In Reply with message field - Write the message. You can also add attachments (images, videos, GIFs, or files) with an optional caption.
  6. Once done, tap Save.
Web
  1. Open the Business Hub tab.
  2. In the Conversations section → Tap Quick Replies.
  3. Tap (+) New reply.
  4. Enter a Shortcut (/) - the keyword helps you to find the reply easier.
  5. In Reply with message field - Write the message. You can also add attachments (images, videos, GIFs, or files) with an optional caption.
  6. Once done, tap Save.

Shortcut rules

  1. Use letters and numbers (any language) and hyphens between them. Spaces, emoji, and other symbols are not allowed.
  2. Shortcuts are automatically lowercased and can be up to 40 characters.
  3. Each shortcut must be unique.

How to Use a Quick Reply in a Chat

Android
  1. In a chat, type "/" in the message box. You can also find tap Quick Replies the attachment menu. Attachment menu → Quick Replies.
  2. The quick reply picker opens. Keep typing after "/" to filter replies by their shortcut.
  3. Tap the reply you want.
    1. Your own reply or a preset: Its text and any media load into the message box so you can preview or edit before you tap Send.
    2. A system default: Sends immediately, no need to tap Send.

Note: Tapping space closes the picker and leaves what you typed in the box.
Web
  1. In a chat, type "/" in the message box.
  2. The quick reply picker opens. Keep typing after "/" to filter replies by their shortcut.
  3. Click the reply you want.
    1. Your own reply or a preset: Its text and any media load into the message box so you can preview or edit before you click Send.
    2. A system default: Sends immediately, no need to click Send.

Note: Entering space closes the picker and leaves what you typed in the box.

How to Edit and Delete Quick Reply

Android
  1. Edit your own reply or a preset
    1. Open Quick Replies.
    2. Tap the reply or preset want to be changed.
    3. Change the shortcut, message, or attachments.
    4. Tap Save.
  2. Edit a system default: System default can be changed by changing the Business profile.
  3. Delete:
    1. Open Quick Replies. 
    2. Tap the reply or preset want to be deleted.
    3. Tap More menu → Delete. You will be asked to confirm.
    4. Tap Delete.
    5. You can also bulk-delete Quick Replies:
      • Quick Replies → Long press & select the replies want to be deleted.
      • Tap Delete icon. You will be prompted with a confirmation.
      • Tap Delete.
Note: This action cannot be undone.
Web
  1. Edit your own reply or a preset:
    1. Open Quick Replies. 
    2. Click the reply or preset want to be changed.
    3. Change the shortcut, message, or attachments.
    4. Click Save.
  2. Edit a system default: System default can be changed by changing the Business profile.
  3. Delete:
    1. Open Quick Replies. 
    2. Tap the reply or preset want to be deleted.
    3. Tap Delete reply. You will be asked to confirm.
    4. Tap Delete.
    5. You can also bulk-delete Quick Replies:
      • Quick Replies → Edit .
      • Select Quick replies from the list. On tap of Cancel selection can be dismissed.
      • Tap Delete. You will be prompted with a confirmation.
      • Tap Delete.
Note: This action cannot be undone.
  1. Attachments: Replies can include images, videos, GIFs, and files, each with an optional caption. Attachments are stored with the reply, so deleting the original file from your device does not affect it.
  2. Search: Once your library grows, a search bar appears. It matches the shortcut, the message text, and attachment captions.

Good to Know

  1. Always in sync: System defaults update automatically whenever you change your business profile.
  2. Fast and offline-friendly: Your replies are stored on the device, so the "/" picker opens instantly, even on a slow connection.
  3. Up to 100 replies: Suggested presets and your own replies count toward the 100 limit; the four system defaults do not.

FAQs

  1. How do I send a quick reply?

     In any chat, type "/" in the message box and pick a reply. On mobile you can also open them from the attachment menu.

  1. What is the difference between the three kinds?

     System defaults are filled in from your business profile and cannot be deleted. Suggested presets are ready-made replies
     added to your account that you can edit or delete. Your own replies are ones you create.

  1. How many quick replies can I have?

     Up to 100. The four system defaults do not count toward this limit.

  1. Why did a reply send instantly instead of loading into the box?

     System defaults send immediately. Your own replies and presets load into the message box first so you can review or edit
     them before sending.

  1. Can I delete the starter replies?

     You can delete the seven suggested presets, but not the four system defaults.

  1. Can I add photos or files to a reply?

            Yes. Replies can include images, videos, GIFs, and files, each with an optional caption.

Arattai Help Center · Arattai Business