How to use quick messages

Quick Messaging is a great tool for agent success because it allows agents to communicate with customers in a much quicker and efficient manner through instant messaging.

At B2Chat, we created our Quick Messages feature 📫 with the purpose of improving agent performance 👥 when communicating with customers through instant messaging. Quick messages 📫 are predefined messages used to send quick replies to contacts without the need to type complete messages.

Steps to start using quick messages

It is important to note, that quick messages can only be defined and set up by the administrator. To use a specific quick reply message, you must request it from your administrator.

To start using quick messages 📫, follow these steps:

  1. Click on Console located in the menu on the left side of the platform.
  2. There are two ways to access quick messages:
    1. You can click the quick messages icon 💬 located on the right-hand side at the top of the text area📝 and select the message ✉️ you wish to use from the drop-down list. The message you choose will appear in the text area📝. To send the message 📩,  press the Enter key on your keyboard ⌨️.
    2. The second way is to type / and the name of the command (the quick message must have been previously defined) and it will appear in the drop-down list. Select the quick message 📫 you want to use and press the Enter key for the message to be sent 📩.

ℹ️ To use quick messages, your administrator must define and set up quick reply messages in advance

ℹ️ If the Departments option has been set up in your B2Chat account, your administrator can add quick messages for each department created