With ActiveCampaign, you can create and reuse responses for your WhatsApp conversations with the “Quick Replies” feature. Using this option prevents agents from having to retype the same message multiple times throughout the day, helping them answer more messages per hour.
Create a quick reply
- Click WhatsApp > Inbox on the left menu.
- Click any conversation to open it.
- Click the “Quick replies” button at the bottom of the conversation.
- A modal window will appear. Choose to use a template or a text reply:
- If “Template,” a list of your approved templates will appear. Select the one you want to use, then click “Add”
- If “Text,” an editor will appear. Type your reply, then click “Save quick reply”
Personalize a quick reply
You can personalize your quick reply with variables. When the quick reply is sent, the variable is replaced with its value, such as the contact’s first name, your agent's name, or any other contact information.
Note that the variable’s value must exist in ActiveCampaign, as either a custom field or a WhatsApp variable, to use this option.
To personalize your messages, click “Add variable,” then select the variable you want to
Send a quick reply
To send a quick reply during a conversation:
- Click the plus sign (+) on the lower left of the inbox, then click the lightning icon.
- Select the quick reply you want to use.
- The reply will appear in your composer. Edit the reply if necessary.
- Click the “Send” button.
Benefits of quick replies
- Automatic variable replacement
Whether you use a text reply or a template reply, you can add variables that are automatically replaced when the quick reply is used. This allows you to personalize responses without manually entering the customer’s or your agent’s details each time. For example, you can include variables for the customer’s name, order number, or any other relevant information. - Efficient response management
Quick replies help you manage responses more efficiently by allowing you to store and organize common replies. This reduces the time spent typing out responses to frequently asked questions and ensures that your team provides consistent information to customers. - Early access and usage
You can easily find and use quick replies by typing / in the text box. This will show quick replies above the text box and match them to the content or tags as you type. You can also search for quick replies using tags, making it easy to find the right response for any situation.