To do this, you need to go to the "Operator Panel - Settings" section and navigate to the "Quick Replies Categories" tab. Then, you will see a list of all quick response categories with the option to edit and delete them.

To start, you need to create a new category by clicking on the blue "Add Category" button.

Category list

After that, a window will open with a field for the category name and the selection of the skill group for which this category will be available, which needs to be filled out. After filling in this field, you need to click the "Save" button.

Create a category of quick answers

<aside> 📢 If the skill group is not selected when creating a category, all responses in that category will be available to everyone.

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Category is ready, now let's see how to add quick replies to it.

To do this, you need to go to the "Operator panel - settings" section and switch to the "Quick responses" tab. Then you will see a list of all quick replies with the ability to edit and delete them.

To create a new quick replie, click on the blue "Add answer" button..

Quick replies list

After that, a window will open with fields to fill in. The following fields are available: category, quick input word, and the quick response itself. After filling in these fields, you need to click the "Save" button.

Create a quick reply

Done, the operator just needs to enable the quick replies categories and select the desired one, after which they can either choose from the list or start typing the keyword for quick input.

<aside> 💡 From version 4.1.0, placeholders from the state can be used in quick replies, as well as {{operator.first_name}} - operator's first name {{operator.last_name}} - operator's last name

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