Quick Replies & Canned Responses in DMLY

Quick Replies (also called Canned Responses) allow you to save frequently used messages and insert them instantly inside conversations.

This helps your team respond faster, maintain consistency, and improve productivity in the Unified Inbox.

What Are Quick Replies?

Quick Replies are pre-written messages that you can reuse anytime during a chat.

Examples:

• Greeting messages

• Pricing details

• Refund policies

• Support instructions

• Appointment confirmations

Instead of typing the same message repeatedly, you can load it instantly.

Where to Manage Quick Replies

To create or edit Quick Replies:

1. Go to Settings

2. Click Canned Responses

3. Create, edit, or delete saved replies

How to Create a Canned Response

1. Navigate to Settings → Canned Responses

2. Click Add New Response

3. Enter:

   • A Title/Name (internal reference)

   • The Message Content

4. Save the response

Your canned reply is now available in the Inbox.

How to Use a Quick Reply in Chat

1. Open a conversation in the Unified Inbox

2. In the message input field, type:

#

3. A list of saved responses will appear

4. Select the response you want

5. Edit if needed

6. Click Send

The message will be inserted instantly into the chat.

Editing Before Sending

After inserting a canned response:

• You can modify the text before sending

• Add personalization

• Attach files if needed

This ensures flexibility while maintaining speed.

Benefits of Using Quick Replies

• Faster response times

• Consistent messaging

• Reduced typing effort

• Improved customer experience

• Standardized support communication

Using Quick Replies with Media

After inserting a canned response, you can still:

• Attach Images

• Attach Videos

• Send Documents

• Send Voice Notes

For WhatsApp:

• If outside the 24-hour window, use an approved Template instead.

Best Practices

• Keep responses short and clear

• Use standardized titles (e.g., Greeting, Refund Policy, Demo Link)

• Update outdated responses regularly

• Train your team to use consistent naming conventions

• Create category-based replies (Sales, Support, Billing)

Advanced Usage Ideas

Quick Replies can be used for:

• Support macros

• FAQ responses

• Multi-language support replies

• Follow-up sequences

• Onboarding instructions