Quick replies

Quick replies are saved responses your team reuses in conversations. Instead of retyping a common answer, an agent inserts a saved reply — filling in any variables — straight from the composer. Manage them under Settings → Quick replies.

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Creating a quick reply

Open Settings → Quick replies and select New Quick Reply. Each quick reply has:

• Short code — a short identifier for the reply, such as refund or hours.
• Keywords — words that surface the reply as a suggestion while an agent types.
• Body text — the message, with optional numbered variables.
• Available to — who can use the reply (see Availability).

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Keyword suggestions

Keywords drive inline suggestions. As an agent types in the composer, quick replies whose short code or any keyword starts with what they’ve typed appear just above the message box. Picking a suggestion inserts that reply. For example, a reply with the keywords refund, money back, return is suggested as soon as an agent starts typing ref.

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Variables

Body text can include numbered variables like {{1}} and {{2}} — an order number or a customer’s name, for instance. When an agent inserts a reply that has variables, Adraa Inbox asks for each value first, then drops the finished text into the composer.

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Inserting a reply

From a conversation, an agent can insert a quick reply two ways:

• Suggestions — pick a match from the keyword suggestions above the composer.
• Picker — open the quick reply picker (the speech-bubble icon in the composer) to search every reply by short code, keyword, or text. Saved templates appear here too.

Inserted text lands in the composer, so the agent can edit it before sending. Nothing is sent automatically.

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Availability

Scope each quick reply to the people who should use it:

• All — everyone in the workspace.
• Teams — only members of the teams you choose.
• Only creator — just you.