Quick replies: save the answers your team types most

Before you start

• To create or change replies: owner or admin, or an agent with Quick replies: Create in Team › Agents. Everyone else uses the replies in the Inbox.
• The answers your team types most often — a short list is enough to start.

1. Create a quick reply

1. Open Quick Replies

   Go to Team › Quick Replies and press New reply.

2. Give it a title

   The Title is what your team finds in the list — for example Welcome or Opening hours. Customers never see it.

3. Write the message

   Type the text under Message, up to 1,000 characters. The smiley adds an emoji where your cursor is.

4. Add fields

   Click a field to put it where your cursor is. We fill these in: First name, Your name, Channel name and Greeting (Good morning, afternoon or evening). Your team types these before sending: Price, Date, Time — or your own, typed in Other, e.g. Room and added with Add. × on a field removes it.

5. Say what to write when the name is unknown

   With First name in the message, a line asks what to write if the customer’s name isn’t known — it starts as there. Leave it empty to skip the name.

6. Add a photo or links (optional)

   Add photo attaches a picture: the reply then goes out in one tap, with the text as its caption. Add link adds up to 5 links — paste the address; the name is optional.

7. Choose the channel and the category

   Channel: All channels, or one channel so that, say, an Instagram link never shows up in WhatsApp chats. Category — Greetings, Hours & location, Prices, Bookings & orders, Policies, Thanks & closing — groups the list.

8. Check it, then save

   On the right, What Anna reads shows the message on a customer’s phone, in each channel’s look; Name known and Name unknown show both cases. Press Add reply.

2. How your team uses it

1. Open the list in a conversation

   In the Inbox, press Quick Reply under the box, or type / in an empty box.

2. Pick a reply

   Without fields to type, it drops into the box where the cursor is, ready to check and send. With a photo, it sends at once.

3. Fill in what it asks for

   If it needs a price or a date, a small form asks first. Add to reply (or Send for a reply with a photo) opens once every field is filled.

Each reply in the list says what happens when it is picked: Opens in reply box, Sends at once or Asks for price (and so on). The full Inbox guide: Answer in the Inbox.

3. Find, preview, edit and delete

• Search and filter — Search replies and the channel buttons (All, Instagram, WhatsApp, Messenger, Telegram, Website) narrow the list; each button shows how many replies it has.
• Preview — click a reply to see it on the right. Customer shows what they receive, Agent what your teammate sees when picking it; the channel icons switch the look.
• Edit — the pencil opens the reply. Change it and press Save changes.
• Delete — the bin, then confirm. Your team no longer sees it.

Quick reply or automation?

Good to know

• Replies are shared by the whole team — on the web and in the app.
• A blank left unfilled, like [price], is caught before it reaches the customer: the Inbox asks before sending.
• On Instagram and Messenger, a reply with a photo arrives as two messages: the photo first, then the text.
• Type links the way you always do — yoursite.com/page works; https:// is added for you.

If something looks wrong

On your phone

In the MirageCHAT app, Menu › Team › Quick Replies lists the replies, with New reply; tap one to edit it. In a conversation, Quick replies above the box opens the list.

Still stuck? Write to info@miragechat.io with your workspace name. Never send passwords or codes.