Summary
Quick replies (aka canned replies) help you respond faster to common customer questions by using pre-written messages. Instead of typing the same response repeatedly, you can create reusable replies and send them with just a few clicks. Quick replies can also include contact variables for personalization and support media attachments such as images, videos, and documents.
This guide explains how to create, send, edit, copy, and delete quick replies in Wati.
Instructions
Create a quick reply
Follow these steps to create a new quick reply:
Log in to your Wati account and open Team Inbox.
Open any conversation.
Click the Quick Reply icon.
Click Create.
Complete the following fields:
Name the Quick Response – Enter a name to identify the quick reply.
Enter Your Quick Response – Type the message you want to save.
Add Media (optional) – Attach an image, video, or document.
Click Save.
Your quick reply is now available for use in conversations.
Personalize quick replies with variables
You can add variables to automatically insert contact or agent information into a quick reply.
Supported variables include:
{{name}}– Inserts the recipient's name.{{phone}}– Inserts the recipient's phone number.{{city}}– Inserts the recipient's city.{{operator.first_name}}– Inserts the agent's first name.
These variables help create more personalized responses without manually entering contact details.
Send a quick reply
You can send a quick reply using either of the following methods.
Method 1: Send from the quick reply list
Open Team Inbox.
Click the Quick Reply icon.
Select a quick reply from the list or search for it using the search bar.
If the quick reply contains media, review the preview.
Press Enter to send the message.
Method 2: Use the "/" shortcut
Click inside the message text field.
Type
/to open the quick reply list.Select a quick reply or start typing its name to search for it.
Press Enter to send the message.
Manage quick replies
You can edit, duplicate, or delete existing quick replies from the quick reply list.
Open the Quick Reply list in Team Inbox.
Locate the quick reply you want to manage.
Choose one of the following actions:
Copy (Duplicate icon) – Creates a copy of the quick reply.
Edit (Pencil icon) – Updates the quick reply content.
Delete (Trash Bin icon) – Permanently removes the quick reply.
Use these options to keep your quick replies organized and up to date.
Frequently Asked Questions (FAQs)
Quick replies
1. What are quick replies in Wati?
Quick replies, also known as canned replies, are pre-written messages that help users respond faster to common customer questions. They allow users to reuse saved responses instead of typing the same message repeatedly.
2. What can be included in a quick reply?
A quick reply can contain text and optional media attachments such as images, videos, and documents.
3. Can quick replies be personalized?
Yes. Quick replies can include variables that automatically insert contact or agent information into the message, making responses more personalized.
4. What variables are supported in quick replies?
The following variables are supported in quick replies:
{{name}}– Inserts the recipient's name.{{phone}}– Inserts the recipient's phone number.{{city}}– Inserts the recipient's city.{{operator.first_name}}– Inserts the agent's first name.
5. What is the purpose of variables in quick replies?
Variables help create personalized responses by automatically inserting contact or agent information without requiring manual entry.
Sending quick replies
6. How can quick replies be sent in Wati?
Quick replies can be sent either by selecting a quick reply from the quick reply list or by typing / in the message text field to open the quick reply list and selecting a quick reply.
7. What happens when a quick reply contains media?
If a quick reply contains media, a preview of the media is displayed before the message is sent.
Managing quick replies
8. Can quick replies be edited, copied, or deleted?
Yes. Quick replies can be managed from the quick reply list using the available options:
Copy – Creates a copy of the quick reply.
Edit – Updates the content of the quick reply.
Delete – Permanently removes the quick reply.
9. Can quick replies be reused in multiple conversations?
Yes. Once created, quick replies can be used repeatedly across conversations whenever needed.