Save and reuse message templates

Quick replies are saved message templates that live in a strip of chips directly above the SMS composer. Click the plus button ("Quick replies") on the composer to show the strip, then click any chip to drop its text into the message box — you can still edit before sending. Dispatch Bros ships five defaults, and you can add your own, edit any of them, and star up to 10 to keep on the bar.

Before you start

• Open Messages and select a customer conversation — the quick replies strip belongs to the SMS composer.
• Any user who can text customers can use and manage quick replies.

The five built-in defaults

Defaults appear until you replace them — saving your own reply with the same name takes over that slot, and deleting your version restores the default.

Step 1 — Show the strip and use a reply

1. In an open conversation, click the plus button on the left of the composer ("Quick replies"). The chip strip appears above the message box.
2. Click a chip — its full text fills the composer. Edit if needed, then send. Hovering a chip shows its full text as a tooltip.
3. The X on the strip hides it again; the plus button brings it back.

Step 2 — Create a new quick reply

1. Click New at the end of the strip. The inline editor opens with the header "New quick reply".
2. Fill in "Reply name (short)" — the label on the chip — and "Reply message..." — the text it inserts.
3. Click Save. You'll see "Quick reply saved", and if the bar has room the new reply is starred onto it automatically. When the bar is full you'll see "Quick reply saved. Star it in Settings to show it on the bar." instead.

Step 3 — Edit, star, and delete in the manager

1. Click the gear on the strip ("Manage quick replies"). The "Quick replies" manager lists every reply — defaults are tagged "Default", and replies currently on the strip are tagged "On bar".
2. Star pins a reply to the bar ("Added to quick reply bar"); clicking Starred removes it ("Removed from quick reply bar"). Starred replies always come first on the strip, up to 10.
3. Edit opens the same inline editor — editing a default saves a custom copy that replaces it. Saving an existing custom reply shows "Quick reply updated".
4. Delete removes a custom reply ("Quick reply deleted"). Defaults can't be deleted — deleting your custom override of a default simply brings the default back.

Troubleshooting

• I can't star an 11th reply — the bar caps at 10. Unstar one first; the manager tells you exactly that when you try.
• The strip disappeared — someone clicked its X. Click the plus button on the composer to show it again; it stays visible across conversations once shown.
• My edit to a default didn't stick as a "default" — that's by design: edits to defaults save as your own custom copy in the same slot. Delete the copy to return to the original.
• A reply saved but isn't on the bar — the bar was full at save time. Open the manager and Star it (after unstarring another).