Before you start
- Entered a client session that has permission to operate.
- Prepare accurate response content and necessary materials that can be used externally; the recipient has agreed to receive relevant communications.
Where to find it
Marketing interaction/quick reply area for customer sessions → Add reply; full client menu hierarchy cannot be determined from manual text alone.
First sort out the questions that need to be answered repeatedly #
Organize common questions into clear responses, such as business hours, how to obtain product information, or instructions for testing services. The content should be consistent with the current product and service caliber, and avoid saving temporary quotes, unconfirmed commitments, or information from another customer into long-term generic responses.
Give each reply an easily identifiable name and plan groupings. Names are for finding content quickly, and groups are for categorization; don’t just accumulate a large number of entries with indistinguishable names like “Reply 1.”
Add a quick reply #
- Enter the frequently used reply area and click Add Reply.
- Give this quick reply an easily identifiable name.
- Add or select a suitable group and complete the group settings according to the current interface.
- Enter the reply content; the information description content supports graphics, text and video, and add materials according to the format available in the current editor.
- Check that the text and material match, then click Save.
Don’t use screenshots of real customer chats as general material. When it comes to customer data, information that is not relevant to the current communication should be removed first.
Used in the correct client session #
- First check the current WhatsApp account and customer identity.
- Find the required entry by group or name in the quick reply area.
- Check that this piece of content fully answers the question at hand, paying special attention to the date, model number and service conditions.
- Select the corresponding reply and follow the interface to send it.
- Check the actual text or material sent in the current session to confirm that it was not sent to the wrong client.
Quick replies are used to reduce repetitive typing and should not replace understanding the customer's problem. When individual clarification is needed, it will be processed based on the current situation before sending.
Check for new content with test contacts #
When creating a reply containing pictures or videos for the first time, you can first verify with the test contact who agrees to cooperate: whether the content is complete, whether the material can be displayed correctly, and whether the name and grouping are easy to find. After passing the test, it will be used for daily communication according to corporate procedures.
The presence of entries in the list only means that the corresponding content has been saved; whether it is sent and whether it is delivered requires additional checking of the message results in the session. Do not regard successful saving as successful message sending.
Regularly check existing words #
When product information, event time or service conditions change, first check for quick replies. If the current page provides editing operations, outdated content should be updated and rechecked; whether different team members can share it, who can modify it, and the impact of deletion need to be confirmed based on the current permissions.
If the reply cannot be found, first check the name, group and current team member, and then check whether it has been saved. Don't create multiple entries with the same content at once.
Check your result
- New replies are saved with the expected name and grouping and can be found again.
- Expected text, image, or video content appears in the test session.
- The actual sending account and contact person are correct, and the message results have been independently verified.
Frequently asked questions
What content does Quick Reply support?
This material explicitly supports graphics, text and video. There are no uniform restrictions on file types, sizes and other material forms, and should be subject to the actual support of the current editor.
After saving, why didn’t the customer receive it?
Saving creates a reply entry and does not mean it has been sent. Please enter the correct conversation, select the reply to send, and then check the message status.
Will the reply I create be automatically shared with all colleagues?
This material does not have clear public/private sharing rules for quick replies. You need to check the current team member permissions and group scope first, and cannot directly infer based on the rules of public tags.
According to pages 11, 12, and 13 of the "2026-SalesEpoch Operation Manual".
Menus and features may vary by client version or account access. Follow the current interface and verify critical workflows with a test account first.