Quick replies
Add starter buttons that send text, open support, open a link, or return a curated FAQ answer.
Quick replies appear near the welcome message. They help a Visitor start a common task.
Send Text Into Chat
A Send Text Into Chat quick reply sends its configured text as a Visitor message. The normal Flow router then handles that message.
Use this type when the Assistant must interpret the starter text through its normal routing rules.
Escalation
An Escalation quick reply opens the support panel of the Assistant. The Visitor can then select a Help Desk channel.
Open External Link
An Open External Link quick reply opens its URL in a new browser tab. It does not send a message.
FAQ
An FAQ quick reply returns the curated FAQ answer verbatim. It does not call the chat model.
The answer includes the FAQ Source citation. Use this type when an approved answer must remain exact.
Add a quick reply
- Open General.
- Find Quick replies.
- Add an item and select its Type.
- Enter the visible label.
- Select or enter the required content.
- Save the draft.
- Test the button in Preview.
Keep labels short. The label must describe the action that occurs after selection.