Quick replies
Quick replies serve as predefined responses aimed at efficiently managing frequently asked questions. They not only save considerable time but also ensure consistent communication with your clients.
To create a quick reply, follow these steps:
- Log in to your Grasp account and navigate to: Quick Replies Settings, or access it by clicking on your initials in the top left corner of your inbox, then proceed to ”Settings,” ”Productivity,” and finally, ”Quick Replies.”
- Once you’re in the settings section, you’ll find a list of existing quick replies. To generate a new quick reply, click on the
button located at the top of the page. - Start by assigning a name to your quick reply. Please note that this name is internal and won’t be visible to your clients. It’s advisable to choose relevant names to facilitate easy searchability for your agents.
- Under the ”message” section, you can craft the content of your quick reply. HTML tags are supported, particularly if your quick reply is intended for email communication. Additionally, you can incorporate ‘variables‘ to personalize and enhance your quick replies with dynamic elements.
For instance, to greet your clients personally, you might initiate your quick reply with “Hi {{contactName}}.” Depending on the recipient, Grasp will automatically fill in the appropriate name.
To include a new case or contact property as a variable in your quick reply, ensure you’ve created it beforehand by accessing ”Custom Fields” in the settings.
- If needed, you can delete existing quick replies by selecting the specific quick reply and utilizing the red ”Delete” button. Please be aware that deleted quick replies cannot be restored.