Quick Replies

Quick replies are clickable buttons that help guide conversations.

Overview

Quick replies appear as buttons below a message:

AI: How can I help you today?

[Track Order] [Product Info] [Returns] [Talk to Human]

When clicked, the button text is sent as the customer's message.

Use Cases

Conversation Starters

Offer common conversation openers:

Welcome! What brings you here today?

[Browse Products] [Track My Order] [Get Support]

Multiple Choice Questions

Guide customer decisions:

What size are you looking for?

[Small] [Medium] [Large] [Not Sure]

Confirmation Prompts

Confirm actions:

Would you like me to process this refund?

[Yes, Process Refund] [No, Cancel]

Navigation

Help customers find what they need:

[📦 Shipping Info] [↩️ Returns] [📞 Contact Us]

Button Types

Text Buttons

Simple text buttons (most common):

{
  type: 'quick_reply',
  label: 'Track Order'
}

URL Buttons

Open a link when clicked:

{
  type: 'url',
  label: 'View Order',
  url: 'https://example.com/orders/123'
}

Action Buttons

Trigger specific actions:

{
  type: 'action',
  label: 'Talk to Human',
  action: 'escalate'
}

Configuration

Maximum Buttons

Set the maximum number of buttons:

Max buttons: 4-8 (default: 4)

More buttons may wrap to multiple rows.

Button Layout

Layout	Description
Inline	Buttons in a row
Stacked	Buttons vertically
Grid	2x2 or 3x3 grid

Button Size

Size	Best For
Small	Many options
Medium	Default
Large	Touch-friendly

Styling

Colors

Buttons use your theme colors:

• Background: Light/subtle
• Text: Primary color
• Hover: Primary with opacity
• Selected: Primary solid

Icons

Add icons to buttons:

{
  label: 'Track Order',
  icon: '📦'
}

Or use icon fonts:

{
  label: 'Settings',
  icon: 'settings' // Renders icon from set
}

Custom Styles

Per-button styling (Enterprise):

{
  label: 'Urgent',
  style: {
    backgroundColor: '#ef4444',
    color: '#ffffff'
  }
}

Behavior

Click Behavior

When a quick reply is clicked:

1. Button text sent as message
2. Buttons disappear
3. Conversation continues

Persistence

Options for button persistence:

Mode	Behavior
Single Use	Disappear after click
Persistent	Stay until new message
Always	Always visible

Timeout

Auto-hide buttons after time:

Timeout: 60 seconds

After timeout, buttons fade away.

AI Integration

Quick replies can be generated by AI:

AI decides: Based on conversation, offer:
- Related product suggestions
- Common follow-up questions
- Helpful next steps

Workflow Integration

Use in workflows:

IF customer asks about shipping
THEN show quick replies:
  - "Domestic Shipping"
  - "International Shipping"
  - "Express Options"

Analytics

Track quick reply usage:

Metric	Description
Display Rate	% of messages with quick replies
Click Rate	% of quick replies clicked
Most Clicked	Popular button options

Best Practices

Keep It Simple

• 2-4 buttons optimal
• Short, clear labels
• Obvious actions

Be Relevant

• Match conversation context
• Anticipate needs
• Offer helpful choices

Good Labels

Good	Avoid
"Track Order"	"Click here to track"
"Small"	"I want small size"
"Yes"	"Yes I confirm this"

Accessibility

• Keyboard navigable
• Screen reader compatible
• Sufficient contrast