Saving Time with Quick Replies

Quick Replies let you save the messages your front desk types over and over, and send them in just a couple of clicks. Set them up once and your whole team can use them from any conversation.

Why Quick Replies Are Worth Setting Up

Think about how many times a day someone at the front desk types out directions to the office, explains your cancellation policy, or tells a patient what to bring to their first appointment. Quick Replies turn those repeated answers into a library your team can pull from instantly, right inside the unified inbox. Messages go out faster, wording stays consistent, and nobody has to retype the same paragraph for the hundredth time.

Creating a New Quick Reply

1. Open the Conversations tab from the main menu.
2. Click the Settings gear icon near the top of the Conversations panel.
3. Select Quick Replies from the settings menu.
4. Click Add Quick Reply.
5. Give the reply a short Name so it is easy to search for later. For example: Directions, Insurance reminder, or New patient paperwork.
6. Type your message in the Message field. Write it exactly as you want patients to receive it.
7. Click Save.

Using a Quick Reply in a Conversation

1. Open any conversation from your inbox.
2. Click inside the reply box at the bottom of the conversation.
3. Click the Quick Replies icon (it looks like a lightning bolt) in the toolbar, or type / to open a search prompt.
4. Start typing the name of the reply you want. Matching replies appear in a dropdown list.
5. Click the reply to insert it into the message box.
6. Review the text, make any adjustments specific to this patient, and click Send.

Quick Replies work across both outgoing text messages and emails sent from the inbox, so the same library covers all of your channels.

Editing and Deleting Quick Replies

Policies change, office hours shift, and phone numbers get updated. Keeping your Quick Replies current is straightforward.

1. Go back to Conversations and open Settings.
2. Select Quick Replies.
3. Find the reply you want to change and click the pencil icon to edit, or the trash icon to remove it.
4. Save your changes.

What to Save as a Quick Reply

Almost any message you send more than a few times a week is a good candidate. Here are common ones practices find useful:

• Directions and parking instructions
• What to bring to a first appointment (insurance card, photo ID, completed paperwork)
• Your cancellation and rescheduling policy
• Links to your online scheduling page or patient forms
• Responses to common insurance questions (without making specific benefit promises)
• A review request follow-up for patients who call in to say they had a great visit
• After-hours messages letting patients know when the office reopens

Quick Replies and Your Team

Quick Replies are available to every team member who has access to Conversations, so building a shared library benefits the whole practice. If you have staff members handling specific types of conversations, check out assigning conversations to your team so the right person is always picking up the right thread.

Once your Quick Replies are in place, take a look at Missed Call Text-Back to see how the platform can send an automatic response the moment a call goes unanswered, buying your front desk a little more breathing room.