Some answers get typed over and over: the same shipping delay apology, the same tracking update, the same friendly opener. Quick replies let your team save any of these once and drop the whole thing into a reply with a couple of keystrokes, personalized to the actual customer and order in front of them.
What it does
A quick reply is a short template your team writes once and reuses forever: a shortcut (like /tracking), a title so it's easy to find, and the message body itself. When someone on your team types the shortcut into a reply, the full message appears instantly, with placeholders like the customer's name and order number already swapped for the real values from that conversation. This is primarily for your team's speed. On its own, Arbyn's AI agent generates its own replies fresh for every conversation and doesn't browse this list. You can tell it to, though: build a Rule (Settings → Custom Rules) whose action is "Send a quick reply," and when that rule's conditions match, the agent sends the template you picked, with the same placeholder-filling described below, so the customer never sees raw template text.
Where to find it
Settings → Quick Replies. You'll also see and use them directly inside any conversation, by typing / in the reply composer.
Setup (step by step)
Open Settings → Quick Replies. Every store starts with five ready-made ones covering a friendly greeting, order tracking, a refund confirmation, a thank-you closer, and a shipping delay apology, so there's something useful from day one.
Under New quick reply, enter a Shortcut (just the word, Arbyn adds the leading
/for you if you leave it off), a Title so your team can recognize it in a list, and the Body, the actual message that gets inserted.In the body, use any of these placeholders and they'll be swapped for real values when a teammate uses the shortcut in an actual conversation:
{{customer_name}},{{order_id}},{{store_name}},{{agent_name}}, and{{support_email}}.Click Create. It's immediately available to your whole team.
To use one, open any conversation, click into the reply box, and type
/followed by the shortcut. Select it and the full body drops in, with every placeholder already filled with that conversation's real details.
How it works
Every quick reply lives in one shared list for your whole store, so anyone on your team who creates one makes it available to everyone else immediately. There's no per-person library and no approval step, whoever writes it, the rest of the team can use it right away.
The placeholder substitution is what makes a shared template actually usable in a specific conversation. Write {{customer_name}} once in your template, and every time a teammate inserts it into a real conversation, Arbyn swaps it for that specific customer's actual name (falling back to a blank if the conversation doesn't have one on file, rather than leaving the literal placeholder text visible). The same happens for the order number, your store's name, your agent's name, and your support email address, each pulled from the conversation you're actually replying to, not typed by hand each time.
Editing a quick reply changes the template for everyone from that point on; it doesn't retroactively change anything already sent. Deleting one removes it from the list entirely; any reply that already went out using it is unaffected, since the substitution happens at the moment your teammate inserts it, not later.
By itself, none of this reaches the AI agent. Arbyn drafts and sends its own replies by reasoning about each conversation directly, and doesn't browse this list unless you tell it to. If you build a Rule (Settings → Custom Rules) with the action "Send a quick reply," you're deliberately telling Arbyn to use one of these templates whenever that rule's conditions match, and the placeholders resolve exactly as described above. Without a rule pointing at it, the agent never touches this list on its own.
Good to know
This is primarily a team tool. Arbyn's own generated replies don't reference this list unless a Rule you've configured (Settings → Custom Rules, action "Send a quick reply") tells it to.
Shared across your whole team. One list per store; there's no way to make a quick reply private to a single teammate today.
Five ready-made ones exist from day one. Edit or delete any of them the same as one you create yourself; none are protected.
Placeholders only resolve inside a real conversation. If a piece of data isn't available for that conversation (say, no order number on file), the placeholder is simply left blank rather than shown as literal text.
Editing is instant and shared. A change to a quick reply's wording applies to every future use by every teammate right away.
FAQ
Do quick replies affect what Arbyn's AI says to customers? Not on their own. Arbyn's AI-generated replies are produced independently and don't browse this list, unless you've set up a Rule that tells it to send a specific one automatically. When that happens, the same placeholder-filling described above applies.
Can I make a quick reply visible only to me, not my whole team? No, today every quick reply is shared across your entire store the moment it's created.
What happens if I use a placeholder like {{order_id}} but the conversation has no order attached? It's left blank rather than showing the literal placeholder text, so the message still reads naturally, just without that detail filled in.
Can I delete one of the five ready-made quick replies? Yes. None of them are protected; edit or delete any quick reply, ready-made or your own, at any time.