Inbox and sales
How to create and use quick replies
Create replies in Settings › Quick replies, with a Title, Shortcut and Text. In the inbox, type / at the start of the message (or click the lightning button), pick the reply and it goes into the field so you can review it before sending.
Step by step
Open the screen
Go to Settings › Quick replies. Salespeople have access to this screen too.
Pick the tab
Team for replies everyone uses, or Mine for your own.
Create the reply
Click New reply and fill in Title, Shortcut (lowercase letters, numbers and hyphens, e.g.
fees) and Text. Use Insert variable to personalize it.Use it in the inbox
In the conversation, type
/fees(or just/and search). Use the arrow keys to choose, Enter to insert and Esc to close.
Team or mine
| Team | Mine | |
|---|---|---|
| Who sees and uses them | The whole team | Only you |
| Who edits them | Anyone on the team | Only you |
| Limit | Up to 300 per organization | Up to 100 per person |
Each reply shows who edited it last and when. Deleting a reply removes it from the picker, but doesn’t change messages already sent.
Variables
Variables are replaced with the conversation’s data when you insert the reply:
{{nome}}: the lead’s name (or, if there isn’t one, the contact’s WhatsApp name).{{primeiro_nome}}: the first name only.{{vendedor}}: the name of the person sending.
If the conversation doesn’t have the data (a contact without a name, for example), the variable is left empty and the inbox warns you: “No value for …: the placeholder was left blank. Review before sending.” That’s why the text always goes into the field instead of being sent right away.
On the edit screen, Preview with sample data shows how the message will look. The text can be up to 4,096 characters.
Ready-to-copy examples
Fictional examples from Example Co.:
| Shortcut | Text |
|---|---|
hi | Hi, {{primeiro_nome}}! This is {{vendedor}} from Example Co. How can I help you? |
hours | We’re open Monday to Friday, 9 a.m. to 6 p.m., and Saturdays until 1 p.m. |
payment | You can pay by bank transfer to the account linked to finance@example.com. Please send me the receipt here. |
followup | {{primeiro_nome}}, did you get a chance to look at the proposal? Let me know if you have any questions. |
Best practices
- Short, easy-to-remember shortcuts:
/paymentbeats/company-bank-transfer-payment-method. - Put what needs to be the same for everyone (prices, policies, address) in Team, and keep phrases in your own style in Mine.
- Review the team replies whenever a price or deadline changes: everyone starts using the new text right away.
Didn’t work? See…
- “A quick reply with this shortcut already exists”: choose another shortcut.
- The picker doesn’t open: the
/has to be the first character in the field. Or use the lightning button. - The variable came out empty: the lead has no name on file. Edit the name in the lead panel (see Edit lead details).
Frequently asked questions
Can salespeople create quick replies?
Yes. The Settings › Quick replies screen is open to everyone. Salespeople create personal replies and can also create and edit team replies.
Is the quick reply sent automatically?
No. It goes into the message field so you can review and complete it before sending.
See the path from ad to sale in your WhatsApp.
Try TraceClose free for 7 days with your team. No card needed to try.