Quick Replies
Quick Replies are saved snippets agents insert while chatting. Manage them under Settings → Quick Replies on app.kazenly.com.
Insert While Chatting
Slash shortcut (WhatsApp and Instagram)
- In the composer, type
/followed by part of a shortcut or title (works alone or after typed text — for exampleThanks /greet). - A Quick Replies suggestion list appears.
- Click a row to fill the composer.
Default placeholder reminds you: Type your message... (use / for quick replies)
Text replies append after a newline so your draft stays. Image / Video / Document merge your typed draft with the template caption into one caption. Voice is blocked if the composer already has typed text — clear the draft first.
Quick Replies panel (WhatsApp toolbar)
On WhatsApp chats, click Quick Replies in the toolbar above the message box (desktop). On mobile, open the attach menu or the inbox quick-replies drawer when available.
Search the list, then click a reply to insert it.
Instagram has no media toolbar — use the / shortcut on Instagram threads.
Types
| Type | Behaviour |
|---|---|
| Text | Content appears in the composer; you can edit before Send |
| Voice | Loads the audio and sends as a voice message |
| Image | Attaches the image; optional caption is editable before send |
| Video | Attaches the video; optional caption is editable before send |
| Document | Attaches the file (PDF, Office, or TXT — not CSV); optional caption is editable before send |
Channel limits
| Channel | Allowed types |
|---|---|
| Text · Voice · Image · Video · Document | |
| Web | Text · Voice · Image · Document (Video is not available on Web yet) |
Text only — media templates still insert as plain text when used from / |
If a type is not allowed on the current channel, the picker shows why (for example Video quick replies are not available on Web Chat yet).
After Selection
Text quick replies may show a small preview chip above the input. Remove it to clear the inserted text.
Media quick replies lock the attachment while you edit the caption; clear or cancel the preview if you need to change the file.
Sending tracks usage for your team’s templates (managed in Settings).
Manage Templates
Settings → Quick Replies:
- Add Quick Reply / Create Quick Reply
- Search and filter by type (All types · Text · Voice · Image · Video · Document)
- Edit title, shortcut, and content
Agents need an assigned conversation (not bot-only) to send — same rules as Send a Text Message.
Related Articles
- Send a Text Message (8.1)
- Send Image, Document, or Voice (8.2)
- Instagram Is Text-Only (8.3)
- Quick Replies in Settings (15.2)