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Reputation - Respond Using Quick Replies

Responding to dozens of customer reviews or inquiries on a daily basis can take a lot of time and effort. But here's a hack: in reality, a lot of the messages and reviews that you receive from your customers can be responded to with similar messaging.

With Reputation, quick replies are saved responses or templates that can be used for common reviews or inquiries from your customers.

How to use Quick Replies?

Go to your Reputation and click on your inbox to see your content.

Next, click on the Quick Reply icon (envelope icon) next to the emoji picker, just below the reply field.

Once you click the Quick Reply icon, a pop-up will appear that shows you all of your configured Quick Replies. Similar to Tags, there are 3 different sentiments to Quick Replies: Positive (Green), Neutral (Gray), and Negative (Orange) sentiments. 

To use a Quick Reply, simply click on the one you would like to respond with. Once you click on a quick reply, that message will then be pasted onto the reply field. 

Note: You can select multiple Quick Replies to string them together.

How to create a Quick Reply?

On the Quick Reply pop-up, click on the + icon on the top left side. This will redirect you to the Quick Replies management screen.

Step 1 - Fill out the General Information section. 

Give your template a unique and descriptive title. 

Additionally, you can select specific Groups and Locations that will be able to view and use this template. By default, a Quick Reply is applied company-wide.

Step 2 - Fill out the Settings section.

Select at least one (1) from the choice drivers. A Quick Reply can be applied to all categories. Then, select a sentiment (Negative, Neutral, Positive). 

You can also configure which specific channels and message types the Quick Reply can be used. By default, your template will be available for all channels and message types.

Step 3 - Fill out the Language section. In this part, you will now enter the message template for your Quick Reply. 

Type in your message template for each supported language (English, French, Dutch, Portuguese, Spanish). 

The "Default" language is mandatory and serves as the fallback for reviews/inbox messages that contain an unsupported language or a supported language that does not have a message template. 

Once you click Save Changes, your new Quick Reply will be saved. Remember that Quick Replies are company-wide settings; anyone in your company can access all saved replies (as long as their user roles permit them).

If you have any questions or suggestions, please reach out to us via the chatbox on the bottom-right of your screen. We appreciate your time, and we’ll be in touch as soon as we can!

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