Instant Replies are prewritten answers to commonly asked questions by your customers. They help keep tone and language consistent between agents across all customer interactions and increase productivity.  

First head to Settings → Instant Replies

Account admins can create instant replies under Settings → Instant Replies

Click Create an instant reply and then give your reply a title, select or create a new category, and then compose your response in the text box. 

Once you're finished click Create.

After saving, this instant reply is now available for everyone on your team to use. 

Using Instant Replies

To insert an instant reply in your response, click Instant replies in the top left corner of the reply editor. You can search by keyword and even see recently used.


Deleting Instant Replies

Only admins can delete instant replies. If you do not see the trash can icon, you likely only have agent permissions and will need to ask an admin to delete the instant reply for you.

Instant Reply Shortcut

Now you can hit ⌘ + "/" (Mac) or Alt + "/" (Windows/Linux) while typing your reply to bring up your instant replies to insert at your cursor!
Note: some keyboards require alternative shortcuts:


  • Numpad "/" + Alt
  • Numpad "/" + Shift + Alt
  • 7 + Alt
  • 7 + Alt + Shift


  • ALT + 7
  • ALT + SHIFT + 7