Set up Quick Replies quickly
Add buttons to guide responses on IP channels:
- Open a Send Message editor (flow action or broadcast composer)
- Click the Quick Replies icon and add your options
- Preview and test in the Simulator
- Handle replies like normal input (rules, variables, and saves)
- Troubleshoot channel limitations (SMS not supported)
Quick Replies are supported on WhatsApp, Facebook Messenger, Viber, and Telegram, but not on SMS.
Step-by-Step Process
Quick Replies can be added anywhere you compose a message on an IP channel, such as a Send Message action in a flow or a broadcast message composer.
- Add or open a Send Message action (in a flow) or open a broadcast composer.
- Locate the Quick Replies (dialogue) icon beneath the message text field.
[CAPTURE: Message editor showing the Send Message action with the quick replies icon visible.]
[CAPTURE: Send Message action with the Quick Replies icon highlighted.]
- Click the Quick Replies icon.
- Enter each response option you want to present to contacts.
- Save your changes.
[CAPTURE: Quick Replies configuration panel showing multiple response options.]
Keep options short and unambiguous so they are easy to tap and easy to handle in your flow rules.
Contacts will see the options as clickable buttons. Test how they appear and behave using the Simulator.
[CAPTURE: Simulator view showing a message with quick reply buttons.]
When a contact taps a Quick Reply button, the selected text is sent as their response. You can handle it like any other message:
- Match it with rules (for example, in Wait for Response).
- Store it in a results variable.
- Use it in conditional logic or follow-up messages.
- SMS: Quick Replies are not supported on SMS.
- Channel-dependent: Availability depends on the channel type used to send the message.
- Display limits: Some channels limit the number or length of quick replies shown.
Common Issues & Quick Fixes
Problem: Quick Replies don’t appear for SMS contacts.
Fix: This is expected—Quick Replies are not supported on SMS. Use free-text responses, keywords, or menu-style flows for SMS channels.
Problem: Quick Replies appear in the editor but not on the user’s device.
Fix: Confirm the message was sent via a supported IP channel (WhatsApp, Facebook Messenger, Viber, or Telegram), and verify the contact’s prioritized address matches a supported channel.
Problem: Contacts type unexpected text instead of tapping buttons.
Fix: Quick Replies are optional—contacts can still type free text. Add clear instructions (for example, “Tap one of the options below”), and use response rules to handle unexpected input gracefully.