Quick Replies are pre-written message snippets you and your team can re-use in the Inbox so you don't retype the same thing every day. Office hours, application status, payment links, no-show follow-ups — anything you say more than three times a week is a candidate.
Set one up
Go to School Settings > Quick Replies > New Quick Reply.
Each Quick Reply has five fields:
Field | What it does |
Title | A display name (e.g., "Office Hours") |
Shortcode | A trigger like |
Content | The pre-written message text |
Category | For organization (Admissions, Payments, Support, etc.) |
Visibility | Personal (only you) or Institution-wide (the whole team) |
Save it and it's immediately available across SMS, email, and (when enabled) Voice call notes.
Use it in a conversation
In the composer:
Type the shortcode —
/hours,/refund, whatever you set.The Quick Replies panel shows matching options.
Click to insert the content into your message.
Edit if you need to, then send.
You can also click the Quick Replies button in the composer toolbar to browse the full list.
Use tokens to personalize
Quick Replies support the same personalization tokens as workflows and marketing campaigns: first name, last name, full name, institution name. They resolve at send time, so each recipient gets a personalized message.
Tips that pay off
Build a top-10 list as a team. Identify the 10 things your team says most often and turn them into institution-wide Quick Replies. Consistency goes up immediately.
Use a category convention. Pick a small set (Admissions, Payments, Support, Marketing) and stick to it.
Personal vs institution-wide. Personal is for one-off phrasing you like. Institution-wide is for team-consistent messaging.
Pair with the Inbox V2 keyboard shortcuts.
Rto focus the composer, type the shortcode, hit send. Fast.
Example library
Good starter Quick Replies for a trade school admissions team:
/intro— "Hi! Thanks for reaching out. I'm here to help you find the right program. What's your background and what are you hoping to learn?"/tour— "We'd love to show you around! Here's a link to book a tour at a time that works for you: [tour link]"/hours— "Our admissions team is here Mon–Fri, 9am–6pm local. I'll follow up first thing tomorrow if you reach out after hours."/financing— "Great question! We offer several financing options including payment plans and ISAs. Want me to send you the breakdown?"/noshow— "Looks like our call didn't connect. Want to reschedule? Here's my calendar: [calendar link]"
FAQ
Can I include attachments in a Quick Reply?
Not at launch — Quick Replies are text-only. For attachments, send the file separately in the same conversation.
Do tokens resolve the same way as in workflows?
Yes — same merge engine, same fields.
Can I see how often a Quick Reply is used?
Not yet — usage analytics is on the roadmap.
What's the difference between a Quick Reply and an Email Template?
| Quick Reply | Email Template |
What it is | Short text snippet | Full visual email design |
Best for | Fast back-and-forth in the Inbox | Outbound campaigns |
Includes | Text only | Headers, images, buttons, layouts |
Who can edit institution-wide Quick Replies?
Any user with the communications permission — by default that's admins.
Can I copy a Quick Reply from one institution to another?
For multi-institution organizations, export and re-import is on the roadmap. For now, recreate manually.