Add quick replies
Some answers should never be left to chance. Your opening hours, your returns window, a tracking prompt. A quick reply ties a keyword to a fixed answer, and the bot sends it back word for word the moment a visitor types that keyword, before the AI even runs.
Step 1: Open Shortcuts
Go to Knowledge base, open More, and click Shortcuts.
Step 2: Add a shortcut
Click Add shortcut, then give it a keyword and the exact answer to send. Keep the keyword short and obvious, like /hours or /returns.
How a shortcut works
Each shortcut pairs a keyword with the reply it triggers. Type the keyword and the visitor gets that answer instantly, with no guessing and no wait. Use Edit to reword it or Delete to retire it.
Quick replies shine where the answer must be exact and never drift: opening hours, a returns window, a shipping cutoff. For everything open-ended, let the AI answer from your knowledge base.