What it is
Quick Replies is a canned-response feature built into the message composer on the lead-details view on your Verse Portal. Instead of typing out the same message over and over — greetings, follow-ups, "I'll get back to you," etc. — team members in a taken-over conversation can pick from a list of pre-written responses and drop them straight into the composer with one click.
Quick Replies live at the team level, so any sub-account under your team can use the same shared list without anyone having to set them up individually per sub-account.
How it works
A Quick Replies icon sits in the message composer, next to the Send and Close button, on any taken-over conversation.
Clicking it opens a picker listing all the Quick Replies available for your team, each shown by name.
Selecting a Quick Reply inserts its message text into the composer — it does not send automatically, so the message can still be edited before sending.
Pressing Esc or clicking outside the picker closes it without inserting anything.
If there's already a draft in the composer, selecting a Quick Reply replaces that draft with the template's text.
Each Quick Reply has a 1,600-character limit (matching the existing SMS composer limit). Trying to save one over that limit is blocked with a validation error.
If your team hasn't created any Quick Replies yet, the picker shows an empty state (e.g., "No quick replies available.") instead of an empty list.
Quick Replies are only available to users who have Conversation Takeover enabled — it's not a standalone feature.
There's no additional permission tier on top of that: anyone with Conversation Takeover access can both use and manage the team's Quick Replies.
How to access it
Using a Quick Reply in a conversation:
Open a taken-over conversation from the lead-details view.
Click the Quick Replies icon in the message composer (next to Send and Close).
Select a template from the list — its text will populate the composer, ready to send or edit.
Managing Quick Replies (create, edit, delete):
From the Take Over tab, click the button that opens Manage Quick Replies.
On the Manage Quick Replies page, you can see every existing Quick Reply for your team.
Click + New Quick Reply to add one — each requires a unique Name and a Message body (1,600 characters max).
Click into an existing Quick Reply to edit its name or message.
Deleting a Quick Reply shows a confirmation warning before it's removed for good.
How it looks
New Quick Replies Button — next to the Send and Close button on a taken-over conversation.
Quick Replies picker open — this shows the list of available team templates.
Manage Quick Replies page — the full list view with options to add, edit, or delete.
New Quick Reply form — Name and Message fields.
Delete confirmation warning
Edit Quick Reply screen
"Manage Quick Replies" entry point on the Take Over tab
