Responding to dozens of customer reviews or inquiries on a daily basis can take a lot of time and effort (even with a smart inbox such as AreTheyHappy). But here's a hack: in reality, a lot of the messages and reviews that you receive from your customers are responded to with similar messaging.
Within AreTheyHappy, you can set up what we call Quick Replies. These are saved responses or templates that you can use when you encounter a review or inquiry from your customers similar to what you received before.
How to use Quick Replies?
First you have to view a message that you can respond to using AreTheyHappy (as some platforms do not allow us to respond to messages or reviews directly). An example of this would be a Google MyBusiness review.
Next, click on the Quick Reply icon (chat bubble with arrows) next to the survey picker, just below the reply field.
Once you click the Quick Reply icon, a pop up will appear that shows you all of your configured Quick Replies. Similar to Tags, there are 3 different sentiments to Quick Replies: Positive (Green), Neutral (Gray), and Negative (Red) sentiments.
To use a Quick Reply, simply click on the one you would like to respond with. Once you click on a quick reply, that message will then be pasted on to the reply field.
Note: you can select multiple Quick Replies to string them together.
How to create a Quick Reply?
On the Quick Reply pop-up, click on the + icon on the top right side. This will redirect you to the Quick Replies management screen.
Step 1 - Fill out the General Information section.
Give your template a unique and descriptive Title.
Additionally, you can select specific Groups and Locations that will be able to view and use this template. By default, a Quick Reply is applied company-wide.
Step 2 - Fill out the Settings section.
Select at least one (1) from the choice drivers. A Quick Reply can be applied for all categories. Then, select a sentiment (Negative, Neutral, Positive).
You can also configure which specific channels and message types the Quick Reply can be used on. By default, your template will be available for all channels and message types.
To know more about the Quick Replies Language settings, click here.
Step 3 - Fill out the Language section. In this part, you will now enter the message template for your Quick Reply.
Type in your message template for each supported language (English, French, Dutch, Portuguese, Spanish).
The "Default" language is mandatory and serves as the fallback for reviews/inbox messages that contains an unsupported language or a supported language that does not have a message template.
Once you click Save Changes, your new Quick Reply will be saved. Remember that Quick Replies are company-wide settings; anyone in your company can access all saved replies (as long as their user roles permit them).
If you have questions, concerns or suggestions, please do not hesitate to reach out to us via email at [email protected] or by clicking the Intercom support chat box on the lower right side of your screen. 🙌We really appreciate our AreTheyHappy community, as well as your ongoing feedback! ️