Quick Replies

Quick Replies can be used to create text templates that can be used to reply to requests from the ClearFeed web app and Slack.

Create a Quick Reply

1. Access by going to the ClearFeed web app -> More -> Quick Replies

2. Click on Create Quick Reply

3. Name your reply and draft the message in the text editor

4. Select the Collection(s) where the Quick Reply should be accessible

   1. Choose All Current to apply and make the reply selectable across all current collections.

   2. Choose All Current and Future to make the reply selectable across all current and future collections.

5. Save the Reply

Using Quick Replies in ClearFeed

Quick Replies allow you to save and reuse common responses when handling support requests. This feature helps maintain consistency and saves time by eliminating the need to type the same messages repeatedly.

Using Quick Replies in the Web App

You can access Quick Replies in the ClearFeed web app through two convenient methods:

Option 1: Using the Quick Reply Button

• Open any request in the ClearFeed web app

• Locate the Quick Replies button in the reply window

• Browse available replies:

  • Hover over any reply to preview the full text

  • Click on your chosen reply to insert it into your message

• Edit the inserted text as needed before sending

Option 2: Using the "/" Shortcut

• Open any request in the ClearFeed web app

• Click in the Reply Editor to position your cursor

• Type "/" (forward slash) to open the command menu

• A small pop-up will appear with options to:

  • Attach a file

  • Add a quick reply

• Select Quick Reply using:

  • Arrow keys (up/down) and Enter

  • Or mouse click

• Browse through available Quick Replies and select the one you need

• The selected reply will be inserted into your message

• You can also select + New Quick Reply to create a new saved response

Using Quick Replies in Slack

Quick Replies are also available directly within Slack for seamless workflow integration:

1. Navigate to any request in your triage channel

2. Locate the ClearBot Assist button beneath the request details

3. Click the button to open the Quick Replies dropdown menu

4. Select a reply from the list:

   • The full content of the selected Quick Reply will be displayed

5. Choose how to use the reply:

   • Click Post to Thread to send the message immediately

   • Or copy the content, paste it into the Slack message editor, make any necessary modifications, and then send

Managing Quick Replies

To create, edit, or delete Quick Replies:

1. Access the Quick Replies management screen via:

   • The Manage Quick Replies option in the Quick Replies dropdown

   • Or navigate to Settings > Quick Replies in the main menu

2. From here you can:

   • Create new replies

   • Edit existing replies

   • Delete unwanted replies

   • Organize replies into categories

Best Practice: Create Quick Replies for your most common scenarios to improve response consistency and efficiency

From the WebApp

There are two ways for you to add a Quick Reply while replying to any of the request.

Option 1: Use Quick Reply Button

• Open any request on the ClearFeed web app

• You'll see the Quick Replies button in the reply window

• Hover over the reply to read the whole text

• And click on the text to insert it into your message

  • You can click on Manage Quick Replies to create/modify your replies

Option 2: Use the / shortcut

• Open any request on the ClearFeed web app

• Go to the Reply Editor

• Type "/"

• You will see a small pop-up with option to attach a file or add a quick reply

• Now use the upward or downward key from keyboard or mouse and click on "Quick Reply"

• Now browse through the Quick Reply configured and select the one which needs to be added

• You can also use the option to add a New Quick Reply

From Slack:

• Go to any of the requests in the triage channel where you see the request details

• Click on the ClearBot Assist button

• Select a reply from the dropdown

  • You will see the content of the selected Quick Reply

• You can click on Post to Thread to directly post the message

  • You can also copy and paste the content to the Slack message editor, make changes and send the message