How agents can send quick reply buttons in Zendesk messaging

To send quick reply buttons as an agent in Zendesk messaging, install Replywell, create a Quick replies template with a question and up to 10 options, then open a messaging ticket and pick the template in the Replywell sidebar. Click Insert into reply, then Insert, and press Send in the conversation. The customer sees buttons; a tap sends the label back as their reply.

Build the template

1. Open Replywell in the left navigation bar and click New template, or Add starter templates and edit one.
2. Fill in Name, Id and Note for agents. The name is what agents pick from. The id is lowercase and appears in tags.
3. Set Type to Quick replies.
4. Write the Question. Placeholders fill in from the ticket: Hi {{requester.first_name|there}}, what would you like to do with order {{ticket.custom_field_360001234567}}?
5. Add options. Up to 10, each with a Label the customer sees and a Value (tag) for reporting. Each option needs its own value.
6. Choose who can use it under Groups that can use it (none checked: every agent), and any Extra tags when sent (comma separated).
7. Save. Replywell checks the template first: labels can't contain [ ] ( ), and reply buttons can't be mixed with link or other buttons in the same message.

Quick replies need no Conversations API key. One option does: Keep the customer's text box closed until they pick an option works on the Web Widget and mobile apps and needs the key.

Send it from a ticket

1. Open a messaging ticket. The sidebar shows the customer's channel, read from their latest message, and badges each template.
2. Pick the template. If a placeholder has no value and no fallback, Replywell asks you to type it.
3. Check the preview. Switch it to another channel if the customer moves between them.
4. Click Insert into reply, check the confirmation and click Insert. The message goes into your reply as a short code that Zendesk turns into buttons when it's sent. Leave the code as it is.
5. Press Send. When your message appears, Replywell adds an internal note and the tags replywell_sent and replywell_<template id>.

How quick replies show on each channel

On a text-only channel, Replywell sends its own text version by default: the question and numbered options. The customer can answer with the number, and Replywell still tags the pick. You can write your own text under Own text version (optional), or choose Send it anyway and let Zendesk convert it.

Report on what customers pick

With Tag the customer's pick on (the default), a tap adds replywell_choice_<value> to the ticket and a short internal note, while the ticket is open in someone's browser. Use the tag in views, triggers and Explore reports. Tag prefix changes replywell to a prefix of your own.

What it costs

Replywell is $99 a month per Zendesk account on the Team plan, for up to 14 agents and admins, or $7 per agent per month on the Scale plan for 15 or more. Both plans have every feature and a 14-day free trial; Zendesk asks for a card at install and bills monthly. Every template type and setting is in the Replywell documentation.