Quick Replies for Digital Contact Centers

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Quick Replies enable omnichannel agents to respond faster and more consistently across all communication channels. They function like smart, searchable canned responses that agents can quickly insert into chats or emails. Once selected, the message auto-fills—allowing agents to make quick edits before sending. By offering pre-written replies for common questions and scenarios, Quick Replies reduce typing, speed up response times, and ensure a consistent customer experience.

Lets dive into the details.

Who can use this

Digital Contact Center Admins can create Quick Replies for Digital Contact Centers.

Once created, agents can use them during their digital interactions.

This feature is currently in an Early Adopter Program, please contact your Customer Success Manager if you’d like to try this functionality.

Types of Quick Replies

Dialpad supports two types of Quick Replies:

  • Messaging Quick Replies: Shorter replies that are text-only and can be used on any digital channel.

    • Messaging Quick Replies have a 1,500 character limit.

  • Email Quick Replies: Longer replies that are designed specifically for email and support rich text formatting to ensure your emails look professional.

    • Email Quick Replies have a 25,000 character limit.

Create a quick reply

Quick replies for Digital Contact Centers can be created at the Office level (making them available to all contact centers) or within a specific contact center.

Create Office level Quick Reply

To create a quick reply at the Office level, go to the Dialpad Admin Portal.

  1. Navigate to Office > select Office Settings

  2. Go to Quick Replies

  3. Select Create Quick Reply

  4. Name the Quick Reply

    1. This name is not visible to customers.

  5. Choose the Quick Reply type

  6. Write your Quick Reply

  7. Add tags (optional)

  8. Select Save

When a Quick Reply is created at the Office level, it will be available for use within all Digital Contact Centers in that Office.

Create Contact Center level Quick Reply

Quick Replies can be created within a Contact Center, making them available only for use in that specific Digital Contact Center.

To create a Contact Center level Quick Reply, go to the Dialpad Admin Portal.

  1. Navigate to Contact Centers > select the Digital Contact Center

  2. Select Quick Replies

  3. Select Create Quick Reply

  4. Name the Quick Reply

    1. This name is not visible to customers.

  5. Choose the Quick Reply type

  6. Write your Quick Reply

  7. Add tags (optional)

  8. Select Save

When a Quick Reply is created at the Contact Center level, it can only be used in that Digital Contact Center.

Edit a Digital Contact Center Quick Reply

Digital Contact Center Quick Replies can be edited at any time.
To edit an existing Digital Contact Center Quick Reply, go to the Dialpad Admin Portal.

  1. Navigate to the Quick Replies section of your Office or Contact Center

  2. Select the Quick Reply you want to edit

  3. Make the changes

  4. Select Save

Delete a Quick Reply

Digital Contact Center Quick Replies can be deleted at any time.

To delete an existing Digital Contact Center Quick Reply, go to the Dialpad Admin Portal.

  1. Navigate to the Quick Replies section of your Office or Contact Center

  2. Navigate to the Quick Reply you want to delete

  3. Select the Trash Can icon

Frequently asked questions

Are variables supported with Quick Replies?

Not yet, variable replacement will be available soon.

For now, we recommend using a naming convention to indicate the agent should replace with the actual value manually. For example: “Good morning [firstname]

In this Quick Reply, the agent will select the quick reply, then manually replace “[firstname]” with the actual name of the customer before sending the response.

Why don’t I see my Quick Replies from the agent?

Check that you have them created in the correct scope. Remember that Office level Quick Replies will be displayed to all agents whereas Digital Contact Center based Quick Replies are only shown from the Digital Contact Center of the session being handled.