Gorgias Chat - Quick Replies

Updated 3 weeks ago by Amy Elenius

If your customers are asking similar questions over and over again, you can configure chat quick replies.

Please just keep in mind that only Admin users can access these settings, as per the user permissions table here.

How it works

When a customer starts a chat, they will see the quick reply buttons and can click on them to initiate a conversation. This will create a new ticket in Gorgias. You can also configure rules that will automatically respond to the quick reply tickets.

You can enable up to 3 quick replies, with a limit of 20 characters each.

Setup instructions

To set up quick replies, go to Settings -> Integrations -> Chat -> Quick Replies and set up the text of the quick replies. Once you are done, Save changes and enable the quick replies.

Quick reply rules

Once you have your quick replies set up, you need to create rules that will send a response to your customer. The example below shows how to set up an automated reply if a customer clicks one of the quick reply buttons. You could also set up the rule to perform other actions, such as assign the ticket to a particular agent, close it etc. Take a look at the auto-reply rule example below:

We don't recommend setting up quick replies that will automatically respond with tracking information to your customers for now, because you would expose the shipping address of the customer to anyone who has their email address. We'll probably do a module for this in the future.

Your customers will see quick replies in two cases:

  • When they start their first chat conversation with you
  • If they already chatted with your company in the past and they open the chat again, the last message needs to be more than 24 hours old for the quick replies to appear again

What do you think? Yay or Nay?