# 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: ```text 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 ```text 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.