Miscellaneous
How to add User Tags?
Open the chat in the Conversations module.

Click on the Tag icon at the right of the chat window.

Choose an existing tag or type in to create a new one.

Click Create New Tag, which will now be associated with the conversation and also available for other conversations.

How to change the Lead Stage?
Lead Stages help track a customer’s journey, from being a new lead to conversion. Businesses can update lead stages to keep customer data up to date.
To Change Lead Stage:
Open the chat with the customer.

Click on Lead Stage in the user profile panel, and it will show you a drop-down.

Select the appropriate lead stage (e.g., "New Lead," "Interested," "Converted").

The update will be reflected in the system instantly.

How to modify user details?
Agents can edit customer details like name and email to ensure accurate CRM data.
To modify User Details:
Open the chat with the customer.

In the Customer Profile panel, click on the Name or the Email, enter the new details, and click Save.


How to copy user details and attributes?
Agents can copy user details and custom attributes for documentation or external use.
How to Copy User Details:
Open the chat and navigate to the Customer Profile panel.

Click on the Copy User Profile button next to the heading ‘Profile,’ and the value will be copied to the clipboard.

Similarly, navigate to the Attributes panel.

Click on the Copy User Attributes button next to the heading ‘Attributes,’ and the value will be copied to the clipboard.

How to delete a conversation?
Agents can delete old or irrelevant conversations to declutter their inbox. Note that deleting a conversation is permanent and cannot be undone.
Open the chat you wish to delete.

Click on the More Options (⋮) menu on the right of the chat window.

Select Delete User, type in “Delete”, and confirm.


What is the bot cool-off period?
The bot cool-off period is the time during which the bot does not intervene after an agent takes over a conversation. This prevents automated responses from conflicting with live agent replies.
Key Details:
The bot remains inactive after an agent responds for a pre-configured time.
Once the cool-off period ends, the bot can re-engage with the customer if required.
The duration of the cool-off period can be configured under bot settings.
What are failed messages
Messages can fail to send due to various reasons, such as:
The user is inactive or has blocked the business.
The WhatsApp template is not approved.
The message exceeds the allowed time window (e.g., 24-hour rule).
Network or API errors.
What are skipped messages
Messages that are not delivered due to pre-configured rules
Promotional message limit breached for X promotional messages in the last Y days.
Non-engaging customer for the last X days. (dead audience filtering)
Geofencing restriction.
Utility Fallback message capping breached.
Marketing message capping breached.
What are Shopify features available in Conversations
QuickReply’s Shopify integration allows agents to view and create orders directly from the conversation window.
View Orders of a User
Agents can view a customer’s past orders within the chat interface.
To View Orders:
Open the conversation with the customer.

In the Customer Profile panel, navigate to the Shopify Orders section.

Click on the Shopify icon to see the list of past purchases.

Place an Order on Shopify from Conversation
Agents can place an order on behalf of a customer within QuickReply, streamlining the sales process.
To Place an Order:
Open the chat with the customer.

In the Shopify Orders section, click Create Order.

Select the products, quantity, and shipping details.

Select Payment status from Paid/Pending/Partially Paid. Click on Create Order, and it will be created on Shopify.

Flash Responses
Agents can set up flash responses or saved responses. To create a new Flash response:
From the sidebar, open flash responses

Click on "+New Flash Response"

Add a short name to recognize the flash response. And fill in the text, what the agent wants to send to a user when clicking on the short name.
Optionally, you can choose to share with other agents too by turning on the Shared switch.

Click on Add.
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