Quick Replies

Overview

Quick replies are reusable note responses. A specialist inserts one into a note instead of retyping a message they send often, which reduces repetitive typing and keeps wording consistent across a team.

Each quick reply consists of a title, used to identify it in the list, and a message, which is inserted into the note when the reply is selected.

Quick replies are managed per support domain account, so replies stay relevant to the teams and services in that domain.

Using a quick reply in a note

A Quick Replies icon is available in the quick actions menu of the notes editor. Selecting it opens a searchable list of the quick replies available to the specialist, with the option to add a new one.

Scopes

When a quick reply is created, the Available for option sets its scope:

• Myself makes the reply personal to its creator.
• Teams makes the reply visible to all members of the selected teams. A specialist can only share with teams they belong to.
• All Specialists makes the reply available account-wide.

All users can create and manage their own personal quick replies. Account Administrators and Service Desk Managers can additionally create and manage shared replies for teams or for all specialists, and editing rights on shared replies are restricted to those roles.

If a specialist is removed from a team, they lose access to that team's shared quick replies. The replies remain available to the team.

Variables

Quick replies support dynamic variables, so a reply can be personalized as it is inserted. Variables are inserted with the {{ command or through the toolbar icon, the same as in email templates.

Variables are grouped into categories: General, Request, Task, and Problem. General variables work across all record types; record-specific variables resolve only on their matching record type.

A variable that cannot be resolved for the current record is left as placeholder text, which the specialist can edit manually before sending.

The Quick Replies settings list

The Quick Replies page in the Settings Console lists the quick replies available to the signed-in user, including shared ones. It uses the standard Xurrent list with sortable columns and the standard Customize Columns option.

Available columns include Title, Available For, Created By, Last Updated, and Created. The Created column is hidden by default and added through Customize Columns. The list can be sorted by clicking either the Created or Last Updated column heading.

An audit trail for a quick reply is available from its ellipsis menu.