Quick replies

This page was printed on Sep 26, 2022. For the current version, visit https://help.shopify.com/en/manual/inbox/saved-responses/quick-replies.

You can create custom shortcuts that send a frequently-repeated phrase or comment to customers.

Create quick replies

In Shopify Inbox for desktop, iOS, or Android, you can create quick replies to use for messages that you frequently send to customers. For example, if customers often ask you whether you accept returns or exchanges, then you could create a quick reply that includes a link to your store's policy. When you create a quick reply, you give it a name that you use as a shortcut to the quick reply when you're messaging a customer.

Steps:

  1. From your Shopify admin, click Settings > Apps and sales channels.

  2. From the Apps and sales channels page, click Shopify Inbox.

  3. Click Open sales channel.

  4. Click Saved responses > Quick replies.

  5. Click Create quick reply.

  6. In the Shortcut field, enter the name of the quick reply. This is the shortcut that you will enter when you want to use the saved reply in a conversation with a customer. You can enter only one word for a shortcut.

  7. In the Response, enter the quick reply text. This is the message that customers will see when you use the quick reply shortcut.

  8. Click Save.

To use a quick reply, enter the shortcut in the message field during a conversation, and then select the reply that appears. You can edit or add to the message as needed, and then select Send.

  1. In the Shopify Inbox app, tap your profile image in the upper right corner of your device, and then tap Quick replies.
  2. Tap the + to create a new quick reply.
  3. In the Shortcut field, enter the name of the quick reply. This is the shortcut that you will enter when you want to use the saved reply in a conversation with a customer. You can enter only one word for a shortcut.
  4. In the Response, enter the quick reply text. This is the message that customers will see when you use the quick reply shortcut.
  5. Tap Save.
  1. In the Shopify Inbox app, tap your profile image in the upper right corner of your device, and then tap Quick replies.
  2. Tap the + to create a new quick reply.
  3. In the Shortcut field, enter the name of the quick reply. This is the shortcut that you will enter when you want to use the saved reply in a conversation with a customer. You can enter only one word for a shortcut.
  4. In the Response, enter the quick reply text. This is the message that customers will see when you use the quick reply shortcut.
  5. Tap Save.

Edit or delete a quick reply

Steps:

  1. From your Shopify admin, click Settings > Apps and sales channels.

  2. From the Apps and sales channels page, click Shopify Inbox.

  3. Click Open sales channel.

  4. Click Saved responses > Quick replies.

  5. Click the quick reply you want to edit.

  6. Edit or delete a reply:

    • To edit a reply, make the required changes, and then select Save.
    • To delete a reply, click Delete quick reply.
  1. In the Shopify Inbox app, tap Store > Quick replies.
  2. Tap the quick reply you want to edit.
  3. Edit or delete a reply:
    • To edit a reply, make the required changes, and then tap Save.
    • To delete a reply, tap Delete reply.
  1. In the Shopify Inbox app, tap Store > Quick replies.
  2. Tap the quick reply you want to edit.
  3. Edit or delete a reply:
    • To edit a reply, make the required changes, and then tap Save.
    • To delete a reply, tap Delete reply.

Using quick replies

There are two ways to use quick replies:

  • Click or tap the lightning bolt icon in your messaging window. Your list of saved quick replies appears in a list, and then you can click or tap the reply you want to use, or
  • In the Shopify Inbox mobile app, you enter a keyword to insert a quick reply. Typing a quick reply keyword in the messaging window will load a prompt with the full quick reply text. Tap the quick reply to auto-fill the messaging window with the quick reply text.

Steps:

  1. Go to Shopify Inbox.
  2. Select the conversation that you want to open.
  3. Click the lightning bolt icon in the message bar, and select a quick reply.
  4. Click Send.
  1. Go to Shopify Inbox.
  2. Select the conversation that you want to open.
  3. Tap the lightning bolt icon to load a list of your saved quick replies. Tap the quick reply to auto-fill the messaging window with the quick reply text.
  4. Tap the send icon to send the text to your customer.

In the mobile Inbox app, you can also type a keyword assigned to your quick replies. If there is a matching keyword and phrase, then the quick reply will appear above the messaging window. Tap on the quick reply to auto-fill the messaging window with the quick reply text.

  1. Go to Shopify Inbox.
  2. Select the conversation that you want to open.
  3. Tap the lightning bolt icon to load a list of your saved quick replies. Tap the quick reply to auto-fill the messaging window with the quick reply text.
  4. Tap the send icon to send the text to your customer.

In the mobile Inbox app, you can also type a keyword assigned to your quick replies. If there is a matching keyword and phrase, then the quick reply will appear above the messaging window. Tap on the quick reply to auto-fill the messaging window with the quick reply text.

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