How to Create & Use Quick Messages

Quick Messages are saved, reusable replies for the questions you answer all the time — opening hours, pricing, “we’ll be right with you.” Save them once, then drop them into any inbox conversation in a single click instead of retyping. Here’s how to create, manage and use them.

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Quick Messages

What Quick Messages are

As the page itself puts it: “Create quick messages for those common customer enquiries. Send them directly from your HitlChat inbox.” Each one is a short, reusable snippet of text with a Title (so you can find it) and the message itself.

To manage them, open Quick Messages from the My Account section of the left menu. The list shows each message’s Title and Quick Message text, with edit and delete actions.

Quick Messages are plain text — great for fast, consistent answers. (For personalized, variable-driven WhatsApp templates used in campaigns, see Meta templates instead.)
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Add Quick Message

Create a Quick Message

Click Add Quick Message and fill in:

  • Title (required, up to 30 characters) — a short label like “Opening hours” or “Pricing”. This is how you’ll recognize it in the inbox picker.
  • Quick Message (required, up to 1,024 characters) — the actual text that gets inserted into your reply.

Click Save. Your new message appears in the list straight away, ready to use.

The Add Quick Message button is unavailable until you’ve created an integration — if you see “To manage quick messages you need to first create an Integration”, connect your channel first.
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Quick Messages

Edit or delete a Quick Message

On the Quick Messages list, use the row icons:

  • Edit (pencil) — opens Edit Quick Message with the same Title and Quick Message fields; change them and Save.
  • Delete (trash) — asks “Are you sure you want to delete this quick message?” Confirm with Delete.

Keep titles short and distinct so the right message is easy to spot when you’re replying live.

4
Inbox

Use a Quick Message in the inbox

When you’re replying to a customer in the Inbox:

  • In the message composer, click the chat-bubble icon (tooltip “Send a quick text template”), just left of the Meta-templates icon.
  • A Quick Messages window opens — under “Select a quick message”, open the Choose an option dropdown. Each entry shows its Title followed by the message text.
  • Click the one you want. Its text drops straight into your reply box, with the cursor at the end, and the window closes.

The text is fully editable — tweak it for this customer if you like — and it is not sent automatically. Review it, then click Send as normal.

Agents can use Quick Messages too. Even though only admins manage the list, any agent can insert your saved Quick Messages into their replies — so your whole team answers consistently.

Quick Messages FAQs

What are Quick Messages in HitlChat?

Saved, reusable text replies for common customer enquiries. You create them once on the Quick Messages page, then insert them into inbox conversations in one click instead of retyping.

How do I create a Quick Message?

Go to My Account → Quick Messages, click Add Quick Message, enter a Title (up to 30 characters) and the Quick Message text (up to 1,024 characters), then Save.

How do I use a Quick Message when replying?

In the inbox composer, click the chat-bubble icon (“Send a quick text template”), choose a message from the Quick Messages picker, and it’s inserted into your reply box. Edit if needed, then click Send.

Does sending a Quick Message happen automatically?

No. Selecting a Quick Message only fills it into the composer — it’s editable and isn’t sent until you click Send.

Can Quick Messages include the customer's name or other variables?

No — Quick Messages are plain static text and don’t support placeholders like {firstname}. For personalized, variable-driven messages used in campaigns, use Meta templates instead.

Can agents use Quick Messages?

Yes. Agents can insert Quick Messages into their replies in the inbox, even though only admins can create and manage the list on the Quick Messages page.

Is there a limit or can I edit them later?

You can add, edit and delete Quick Messages any time from the Quick Messages page. Each Title is capped at 30 characters and each message at 1,024 characters.

Why can't I add a Quick Message?

Managing Quick Messages requires a connected integration — if you see “To manage quick messages you need to first create an Integration”, connect your channel first. (Agents don’t see the management page at all, but can still use existing Quick Messages in the inbox.)

Related guides

Inbox

How to Take Over a Chat & Pause Your Bot

Step in as a human in the inbox — then fire off a Quick Message to reply fast.

Read guide →
Bot Settings

How to Set Up Human Handoff Keywords & Bot Settings

Route the right chats to a human with HITL keywords, then answer them with Quick Messages.

Read guide →

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