Add and Configure Quick Reply Buttons
  • 17 Nov 2022
  • 5 Minutes To Read
  • PDF

Add and Configure Quick Reply Buttons

  • PDF

Available in eLearning format in the Academy

Configure Quick Action buttons to appear on Sidekick. The order in which Quick Reply buttons are displayed to Customers depends on if Onboarding is used or not. See Create and Configure Sidekick for general instructions on how to set up Sidekick.

Before you start

Review the following before you create Quick reply buttons:

  • Learn how Quick Reply is used.
  • Review how to plan Quick Reply buttons before configuring Sidekick to receive input via Quick Reply buttons.
  • Use Rules to automate routing and responses based on the button selected.
  • Use our API if you plan on using Quick Reply with automation partners or apps like Thankful and Netomi.
  • Refrain from creating too many buttons. Five is a balanced number of buttons to have without overwhelming Customers.
  • Make sure one of your buttons offers a general support option as not all buttons may be relevant to everyone.

Use Quick Reply with Rules and Business Hours

Understand how to automate routing and responses based on button selection using Rules. Remember to review how to plan Quick Reply buttons before configuring Sidekick to receive input via Quick Reply buttons.

Tip - Use 'Only' as a Rule Qualifier
Use "Only" along with "Message Body" as a Rule Qualifier to ensure activities from a Quick Reply button only trigger the Rule.

Rules and Inbox 

With Chat as a Channel, button names are passed on as plain text in a Message Body, allowing Rules to detect what button was selected. So if a button called "Product Question" is clicked, "Product Question" is passed on as plain text. Then, you can create a Rule set up as Communication received as (Trigger), Message Body - Contains - Only = Product Questions (Conditions) to detect that this is a request from a Quick Reply button.


Message Body

New Contact

Use New Contacts (Condition) as well to ensure the Rule only applies to newly created Contacts.

Based on the button — in this example, "Product Questions" — you can then route the request to an Inbox that can answer product-related questions like a Support Inbox.

Another example supposes a Quick Reply button called Returns and Exchanges is clicked. In that case, a Rule can be configured to detect that Message Body from the chat is Returns and Exchanges, and the Rule appropriately routes the request to the Returns and Exchanges Inbox.

Rules and auto-replies using Answers

Suppose you have a button called Order Status and a website where Customers can track their order status. If a Customer clicks the Order Status button, you can automatically reply with a messaging Answer with a link to track their order. It may say something like:

"You can track the status of your order by going to Please wait while we connect you to an associate."

From there, they can either self-serve or wait for their request to be routed to an Agent.

The above scenario could have a Rule that looks like this.

Business Hours and Inbox

Route requests to a specific Inbox based on when they came in using Business Hours. Let's say a Quick Reply button called Custom Design is clicked, and suppose you have Business Hours configured with your regular operating hours (e.g., 9 AM to 6 PM). In that case, you can configure a Rule for Custom Design requests to only route to the Custom Design Inbox during regular operating hours. 

Below is a sample Rule where if a request comes in through a Quick Reply button (Custom Design) during regular operating hours, the request routes to a specific Inbox.

Using the example above, you can:

  • Create another Rule to route Custom Design requests to route to a general Inbox outside normal operating hours

API and Webhook setup

Optionally, you can use our API with Quick Reply buttons to create automated workflows and triggers through automation partners or apps like Thankful or Netomi.

Buttons that use the MESSAGE/RECEIVED webhook trigger these events. You'll need to configure these as webhooks.

Use conversationItemId using the GET Item API where content.type will be CHAT_MESSAGE, and the content.messageType will be QUICK_REPLY_RESPONSE. Content.messageData will give you more information on what the Customer selected.

Use the POST Reply To Message API to send a response programmatically.

Add Quick Reply buttons

Add the Quick Reply buttons you want to appear on Sidekick. These buttons are immediately visible to Customers as soon as you save the buttons in Sidekick so it's best to have your button names and Rules to be associated with each button configured before adding the Quick Reply buttons.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Sidekick. The Sidekick page will show you a list of Sidekicks you currently have.
  4. To the right of the Sidekick you want to add Quick Reply buttons to, click the kebab icon (three dots), then click Configure.
  5. Scroll down to find the How Would You Like the Customer to Reply? setting.
    • Note – If implementing a Thread, you must check the Onboarding box.
  6. Change the selection from Type A Message to Quick Reply Button.
  7. A row of fields will appear where you can add the names of your buttons.
    • Button Label – Enter the button label with text (e.g., Refunds) that represents an option.
      • Note – Button labels begin to wrap (create a second line) at around 40 characters and make the button bigger. The maximum limit is 50 characters.
    • Button ID – Used to identify the button by an automation partner or API. It can be alphanumeric or text, or numbers. Although required to save a button, it's not used to create automation through Rules. We suggest using an ID that makes the button easily identifiable.
    • Threads – List of automation Threads available for use. Leave this blank if the button is not related to a Self-Service Thread. Otherwise, select the Thread you want to trigger when the button is clicked.
      • Note – Onboarding must be checked to use Threads.
    • + Add Button – Add more buttons.
  8. Click Save.

The buttons are now visible on Sidekick for Customers attempting to chat.

Tip - Quick Reply button color
The color set in Help App Chat Launcher on the Sidekick configuration page is the same color used as the button border color for Quick Reply buttons. If the color is set to #FFF (white), Gladly will automatically use the fallback hex color #E3E3E3 (gray) to ensure visibility.

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