Only Owners, Admins, Managers, or Support roles can access this feature.
You will learn
Find out how to create and use quick responses in the Klaviyo Inbox.
Quick responses are pre-written templates you can insert into your replies for SMS and web chat tickets. They save you time, as you won't need to retype the same messages over and over again. You can also edit a quick response before it sends to make them more personalized to an individual's situation.
Before you beginBefore you begin
There are a few important things to remember before using quick responses:
- Before you can add a quick response, you need at least 1 active message in your Inbox, either:
- 1 web chat.
- 1 SMS from a subscriber.
- Quick responses are billed the same as any other SMS message in your billing plan.
New to using tickets in the Klaviy Inbox? Check out our guide to the Klaviyo Inbox for more information.
Add a quick responseAdd a quick response
- Navigate to Conversations > Inbox.
- Click into one of your tickets.
- In the message thread on the right, click the lightning bolt icon.
- Scroll past the list of existing quick responses and click Create quick response.
- Add a title so that you can easily identify when to use the quick response.
- Type out your quick response and insert any emojis.
- Click Save.
Note that the Status of a quick response determines whether it can be inserted into a message. You can insert Active quick responses, and they are visible in the list of available responses. Inactive quick responses are hidden, and can only be accessed from the Quick responses settings page.
Insert a quick response into a ticketInsert a quick response into a ticket
To use a quick response in a ticket, follow these steps:
- In the message thread where you want to use the quick response, click the lightning bolt icon.
- Select the quick response you want to send to add it to the textbox.
- Optional: Edit the response to be more specific to the customer.
- Click the send button.