Conversation assets: templates, quick messages and tags

Open Conversation Assets from the sidebar and pick a card. Inside, three tabs switch between the asset types. Day-to-day use in the inbox is covered in Quick replies, templates and tags; this article covers creating and managing them.

Create a quick message

1. 1Open the Quick Messages tab and select Create Quick Message.
2. 2Enter a Message Name and choose a Type. For any type other than text, add a Media Url for the image or video.
3. 3Write the Message Text. Use Insert variable to personalise it (see below).
4. 4Leave Organisation Quick Message ticked to share it with the whole team, or untick it to keep it Personal.
5. 5Check the Message Preview on the right, then select Create Message.

Variables in quick messages

Select Insert variable above the message text to add a placeholder such as {{name}}. There are two kinds, and the Variables in this message panel shows which is which:

• System variables are auto-filled from the contact when the message is sent. They are marked Auto.
• Custom variables (for example {{order_id}}) are typed by the agent when sending. They are marked Manual. Type a name under Custom and select Add.

Create a tag

1. 1Open the Tags tab and select Create Tag.
2. 2Enter a Tag Name.
3. 3Keep Organisation Tag ticked to share it with everyone, or untick it for a Personal tag.
4. 4Select Create Tag.

Both lists can be filtered by Scope (Organisation or Personal). Quick messages can also be filtered by Category (Text, Image, Video) and creation date. Use the row menu to Preview, Edit, Add to favorites or Delete, or select several rows to delete them in bulk.