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.
Navigate to Office > select Office Settings
Go to Quick Replies
Select Create Quick Reply
Name the Quick Reply
This name is not visible to customers.
Choose the Quick Reply type
Write your Quick Reply
Add tags (optional)
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.
Navigate to Contact Centers > select the Digital Contact Center
Select Quick Replies
Select Create Quick Reply
Name the Quick Reply
This name is not visible to customers.
Choose the Quick Reply type
Write your Quick Reply
Add tags (optional)
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.
Navigate to the Quick Replies section of your Office or Contact Center
Select the Quick Reply you want to edit
Make the changes
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.
Navigate to the Quick Replies section of your Office or Contact Center
Navigate to the Quick Reply you want to delete
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.