Short answers

A quick reply is a button that can be used, among other places, under a message with buttons, a carousel, an image, or a question. If the user clicks on the quick reply, they will be taken to the appropriate block in the sequence. The main purpose of this feature is to allow the user to exit a specific part of the sequence, such as returning to the main menu or starting a chat with a moderator at any point during the conversation.

Limits

You can add up to 11 quick replies. Each of them can contain text with the following character limits:

• 20 characters for Messenger and Instagram,
• 40 characters for bots used on websites.

WhatsApp does not support quick replies. You can still add them in the bot’s structure, but they will not be visible in the conversation on WhatsApp. This can be circumvented by adding NLP to the quick replies.

Managing short answers

Adding short answer

To add a quick reply, click on the “Add quick reply” button located at the end of the selected block element.

Naming short answer

The name should be simple and clearly explain what action will be performed when the reply is clicked.

After click

Upon clicking, the user can be redirected to a specific block or a block stored in a variable.

Short answer visibility

Each reply can be shown only to a specific group of users. To use this feature, select the “Display for” tab in the reply configuration window, activate the “Show when condition is met” option, and choose the condition that must be met for the user to see the reply.

Available options are:

• User variable – The reply will be shown only to users for whom the variables have the values specified in the condition.
• Active contest – The reply will be shown only when there is an active contest for the bot.
• Time range – The reply will be visible only during the specified period.
• Recurring date – The reply will be displayed only on specified days of the week, within the selected time range.

The reply can also be hidden from all users, which is useful when you want to temporarily disable a part of the scenario without deleting it from the bot’s structure.

Actions

You can also assign actions to quick replies, which will be performed when the user clicks the reply button. The available actions are:

• Save user data,
• Enable moderator mode,
• Statistical event.

For more information about actions, click here.

NLP

For short replies, you can also define intents. Intents are phrases that users can type or say during a conversation with a voicebot, which will move them to the next stage of the scenario.

You can find more information about NLP and intents here.

IVR

IVR is used for short responses utilized in voicebots. This means that users can select a response by pressing its assigned number on the phone keypad.