How it works
A quick reply is a shortcut and a text. The shortcut is one word: letters, digits, “-” or “_”, up to 30 characters. The text is up to 1000 characters.
For example: the shortcut delivery, the text “We ship with Nova Poshta or Meest on the next working day after payment. Delivery is paid by the recipient.”
Inserting a reply into a conversation
There are two ways:
- Type the shortcut in the message field. A suggestion with matching replies appears above the field. Pick one with the mouse, Enter or Tab — the text is inserted into the field but not sent: you can adjust it for the buyer. The ↑↓ arrows switch options, Esc hides the suggestion.
- The quick replies button next to “+” opens the whole list with search by shortcut or text.
A quick reply is an ordinary message: the same 24-hour window applies as for any text.
Creating a reply
- From a conversation. On a message you sent, open the menu — on a phone press and hold the message, on a computer hover and click “⋯” — and choose “Save as quick reply”. The dashboard suggests a shortcut itself.
- From the replies list — the “New” button.
- In settings — Settings → Quick replies.
Managing replies
Settings → Quick replies (or “Manage” in the replies list in a conversation). Two tabs — “Messages” and “Comments”. Here you edit, delete and drag replies into the order you want.
Replies are shared across the whole store: everyone on the team sees and can use each one, in every channel. A deleted reply disappears for everyone. One set holds up to 100 replies.
Replies for comments
Comments have a separate set: short public phrases under a post — thanks, “we've messaged you in Direct”, “price sent”. They appear as chips above the comment reply field, and shortcuts work there too.
Your reply to a comment can also be saved as a quick reply — it goes into the comments set, and the buyer's @handle at the start is removed automatically.
On the Plus plan the store gets three starter replies for comments — “Thank you!”, “We've messaged you in Direct”, “Price in Direct”. You can edit or delete them.
On the FREE plan
- In comments, the three built-in replies work — unchanged.
- In conversations there are no quick replies.
If your plan goes down, saved replies keep working — you just can't add or edit them until you're back on Plus.