---
title: "Quick Reply Buttons"
slug: "quick-reply-buttons"
description: "Quick Reply is a Sidekick feature that allows Customers to click a button to make a selection instead of entering a string of text as a response."
updated: 2025-10-02T21:34:31Z
published: 2025-10-02T21:34:31Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Quick Reply Buttons

| **Gladly Academy** Available in [eLearning](https://academy.gladly.com/training/0198304c-566a-77a6-92fc-069e12ed8124/overview) format in Gladly Academy |
| --- |

Quick Reply is a [Chat](/docs/what-is-glad-app) feature that allows Customers to click a button to make a selection instead of entering a text string as a response. So instead of replying with a string of text to a question like "How can we help you?", your Customers are shown options presented as buttons that may have text like *Returns*, *Product Question*, *Sales*, or *Support* (it's up to you) to make a selection. Through [Rules](/docs/what-are-rules-and-its-components), [People Match](https://help.gladly.com/docs/what-is-people-match), or an automation partner, it enhances how Gladly routes Customers so they're more likely to be routed to the Agent that can best help them.

[quick_reply (720p) Video](https://fast.wistia.net/embed/iframe/wl5s2lf50x?web_component=true&seo=false&videoFoam=false)

In the image below, the Quick Reply buttons configured for Chat are **Find a store**, **Find in store**, **Buy online**, **Curbside pickup**, and **Something else**.

![Chat interface asking for email and offering shopping options to the user.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Quick-Action-overview.webp)

It’s easy to [add Quick Reply buttons](/docs/add-and-configure-quick-reply-buttons), and each button can be configured to respond intelligently to each selection. For example:

- Clicking *Find a store*responds with a link to a store locator.
- *Curbside pickup* allows Customers to notify a store that they have arrived and are ready for curbside pickup.
- *Something else* means the Customer wants to talk to an Agent, which puts them in the queue to chat with an Agent.

Button labels are entirely customizable, and the button ID can identify the buttons via API or automation partners.

The button's style (e.g., color, button border) follows the same styling as the **Contact Us** button configured on the [Chat configuration](/docs/add-and-configure-quick-reply-buttons) page.

Use [Rules](https://help.gladly.com/docs/create-a-rule) to automate routing Customers to a specific Inbox based on their button selection, and even use Answers to create customized responses.

Use our [API](https://developer.gladly.com/rest/#operation/getConversationItems) if you plan on working with automation partners or apps like Netomi. Quick Reply buttons are also available in the Mobile SDK experience.

> [!NOTE]
> **Keep the number of buttons at a minimum**
> 
> Think strategically as you decide what options to provide to Customers. We suggest having no more than five buttons to prevent crowding. Don't forget to set a button for general inquiries as well.