Quick replies refer to predefined answers that can be routed as agents resume live conversations. These answers must be determined by users with admin access for the relevant company. Agents cannot create these messages, but they can use messages that have been created.
To add a quick reply, go to the Quick Replies tab under company management and click the "Add quick reply" button at the top right.
In the window that opens, write the text to be used for the quick answer to the "Quick Reply to be Diplayed” field, in the "description" notes can be written about the purpose of use of the quick answer.
Category section can be used to categorize the quick replies that are defined. To add a category, write the category name and click the “+” sign.
Important note: To add a quick response, that category must be selected after the category is added. After the category is selected, quick response can be added by clicking "Add quick response" button
Agents can use these quick replies once they’re added by following steps above. (see What Actions Can I Take on Conversations on MindBehind Live?)