Quick Reply is a predetermined response to a common question. An agent uses a keyboard command (#) and a keyword that is connected to a pre-written answer to a question that is frequently asked by the customers. In that case, once the agent types in the # and the keyword, the whole answer will appear and he/she can just select it. It will be pasted in the field, without the need for the agent to write the whole answer every time.
Quick Reply
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