In short: Quick replies (called fast messages in Mumble) are saved answers that agents send from the chat with one click. They are regular messages, not templates, so Meta doesn’t review them. They can only be sent while the customer’s 24-hour window is open.
Create a quick reply
- Go to Agents and open Fast messages.
- Type the text, up to 1,500 characters.
- Optional: attach one file (image, video, audio or document) or add up to 3 reply buttons (up to 20 characters each). You can’t have both.
- Admins and managers can check Share with all agents to make it available to the whole team.
- Click Add fast message.
- Global fast messages: shared with every agent. Good for hours, address and common answers.
- My fast messages: visible only to you.
Send it in the chat
- Open the conversation.
- Click the quick messages icon in the chat.
- Click send to send it right away, or the clock button to schedule it.
The text is sent exactly as saved. There are no variables, so write replies that work for any customer, and type personal details yourself. Each reply is a service message that Meta bills after the free monthly allowance. See Paying Meta and WhatsApp messaging costs.
Tips
- Keep each reply to 2-3 sentences.
- Start each reply with clear words so it’s easy to find in the list.
- Once a month, delete replies nobody uses and add the ones agents keep typing by hand.
Common questions
I can’t send the quick reply
The 24-hour window is probably closed, so only an approved template can be sent. It also won’t send to a customer who is blocked from receiving messages.
I don’t see the “Share with all agents” option
Only the account admin and managers can share quick replies. Ask one of them to add it.
Can I type “/” to search quick replies?
No. Open them from the quick messages icon in the chat.