Quick Replies in ZazzyAgent | Complete Guide to Interactive Messages
Customers don't always want to type a response.
If you ask:
What would you like to do?
they may appreciate being able to simply tap:
View Products
Track Order
Talk to Support
Quick Replies make these structured choices easier.
They are especially useful in WhatsApp chatbot flows where you know the likely options the customer wants.
The current Flow Builder documentation includes Quick Replies as an interactive component designed to capture user selections during conversations.
What is a Quick Reply?
A Quick Reply is a predefined option the customer can select instead of typing a response.
Example:
What do you need help with?
Track Order
Return Product
Talk to Support
The customer taps an option.
Your flow then handles the selected response.
Why use Quick Replies?
They reduce typing and make a conversation easier to navigate.
They are useful when:
Options are predictable.
The customer needs to choose from a small set.
You want a controlled response.
The next automation step depends on the selection.
Quick Replies vs normal text
Without Quick Replies:
What would you like to do?
Customer has to type:
Track my order
With Quick Replies:
What would you like to do?
Track Order
The second experience is faster and less error-prone.
Create a Quick Reply
Open Flow Builder.
Add a Quick Reply component at the point where you want the customer to choose an option.
Add the message that introduces the choices.
Then add your reply options.
Write clear options
Good:
Track Order
View Products
Talk to Support
Poor:
Option 1
Option 2
Option 3
The customer should understand the action without guessing.
Connect each reply to the correct next step
A Quick Reply is useful only when the customer's choice causes something meaningful to happen.
Example:
What would you like to do?
[Track Order]
↓
Order Flow
[View Products]
↓
Product Flow
[Talk to Support]
↓
Human Support
Example: Main menu
A simple WhatsApp bot might begin:
Hi! Welcome to our store. How can we help?
Shop Products
Track Order
Contact Support
Each response goes to a different path.
Quick Replies and conditions
You can use a customer's selection as part of a structured automation.
Example:
Are you a business or individual customer?
Business
Individual
Then the automation can take the customer down different paths.
Quick Replies and User Input
Quick Replies and User Input work well together.
Example:
What would you like to do?
Get a Quote
↓
User Input:
What's your budget?
The Quick Reply handles the decision.
User Input collects the detail.
Quick Replies and labels
A customer selection can be used to classify the customer in supported workflows.
Example:
Customer chooses:
Enterprise
↓
Add:
Enterprise Interest
label.
Then:
Start Enterprise Follow-up.
Quick Replies and AI
AI can also work before or after structured options.
Example:
Customer asks:
I need help choosing a product.
AI understands the request.
Then the flow presents:
Browse Products
Get Recommendation
This combines natural-language understanding with structured navigation.
Don't overload a Quick Reply menu
If there are 12 possible options, Quick Replies may not be the best interface.
Group choices into categories or use another supported interactive component.
Example:
Instead of:
Shirt
Pants
Shoes
Belts
Wallets
Watches
Jackets
Socks
Use:
Men
Women
Accessories
Then let the next step narrow the choice.
Use descriptive labels
The text should tell customers what will happen.
Better:
Track my order
than:
Orders
Better:
Speak to support
than:
Support
Small wording changes can improve clarity.
Don't hide the human option
For customer-service bots, consider including:
Talk to Support
This gives customers a clear route out of automation.
Quick Replies vs buttons
The exact interactive components available depend on the message/channel you're using.
Choose the component that gives the customer the clearest experience.
The important question isn't:
Which component has the most features?
It's:
Which option makes the customer's decision easiest?
Example: Appointment flow
What would you like to book?
Consultation
Demo
Service Call
Customer taps:
Demo
↓
Next step:
What date would you prefer?
This is much easier than asking customers to type:
I would like a demo.
Test every option
After building a Quick Reply message, test every choice.
For each option, confirm:
Correct next step
Correct message
Correct condition
Correct label where used
Correct sequence where used
Correct human handoff where used
Quick Reply troubleshooting
Nothing happens after tapping
Check that the reply is connected to the next flow step.
Wrong flow starts
Check which response is connected to each option.
Customer can't find the expected option
Check the message layout and option labels.
Too many choices
Simplify the menu or split it into multiple steps.
A good Quick Reply structure
Question
↓
2–5 useful choices
↓
Customer selection
↓
Relevant flow
Quick Replies work best when the customer can look at the choices and immediately know what to tap.