Inbox & customer support

Use quick replies safely

Quick replies save time on common questions. Always check the wording before sending.

- C.S. - Agent# 5, 8 minutes #Last checked October 13, 2026.

Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

Open the customer conversation in the Inbox and read their message until it's clear.
Ensure the chat is indeed being handled by a human agent, not still waiting for a bot handoff.
Look for quick reply or saved reply options when writing a message if available for your role.
Choose the most suitable sentence for the customer's needs.
Check the text that goes into the Reply column; adjust the name, product, and context to avoid errors.
Press Send only after the answer is correct and the intended customer has been confirmed.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example response: 'Thank you for contacting us. Could you please provide your order number so we can assist you?'

This is a fictional training example. No real customer data was used.

Expected result

Actions are understood and results can be checked on the workspace page. For data changes, only perform them according to the SOP.

Important notes

Selecting a quick reply only fills in the draft; the system does not automatically send it.
The quick reply library is managed per workspace and may only be set up by a supervisor/admin.

If something goes wrong

Quick reply options do not appear: the library may not be filled or not activated yet.
Template is not suitable: do not force it; type the answer manually.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.