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 (Orange) 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 left side.
Step 1 - Type in the message that you want to save.
Step 2 - Select one or more categories. We use the same categories as the ones from Tagging. A Quick Reply can be associated to multiple categories.
Step 3 - Select a sentiment for your Quick Reply. This is to easily determine which Quick Replies are for positive reviews or negative reviews.
Once you click Finish, 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! ️