Set up quick replies
To help your support team respond efficiently and consistently to customer inquiries, you can configure standard replies in the Genstore Admin. Support agents can insert prewritten responses with one click, improving response speed and reducing communication costs.
Why it matters
- Improve support efficiency: Instantly insert frequently used replies—no need to rewrite
- Maintain consistency: Standardized wording avoids inconsistent answers from different agents
- Enhance customer experience: Fast, accurate replies show professionalism and attentiveness
How to set it up
Path: Genstore Admin -> Sales channels -> Inbox. click Enter to open the Help desk workspace
In the workspace, go to Settings -> Quick replies, you can:
- Add a quick reply: Create preset replies for common questions
- Edit a quick reply: Update content anytime to ensure accuracy
- Delete a quick reply: Remove outdated replies to keep your library clean
- Organize with folders: Group replies by topics (e.g. shipping, returns) for quick access
Editing format
- Quick replies support plain text or Markdown syntax for structured formatting
- Uploading images or videos is not supported
Use cases
While handling customer conversations, support agents can insert relevant replies from the quick replies library. Common examples include:
- Answering questions about shipping times and delivery status
- Explaining return/exchange procedures and after-sales policies
- Responding to payment, invoice, or refund-related inquiries
- Guiding customers through current promotions or how to apply discounts
Tips for effective setup
- Identify high-frequency questions in your business and prepare core quick replies accordingly
- Review and update quick replies regularly to keep content accurate and relevant
- Use clear titles and categories for each reply to help agents locate them quickly