Setting Up Quick Reply Templates

When to Use Quick Reply Templates

Quick Reply templates work within the 24-hour window — when the customer has recently messaged you and the conversation is active. They are ideal for:

• Sending a Mini App booking form while a customer is asking about a pickup

• Sharing your pricing page when a customer asks about rates

• Sending a standard FAQ answer without typing it out every time

• Providing a list of services for the customer to choose from

Template Categories (Optional)

Quick Reply templates support an optional category system — folders to keep your templates organised when you have many of them.

To set up categories:

1. In the template list, click Template Categories (⚙️) beside the first Quick reply section

2. Click + Add Category, enter a name (e.g. Booking Forms, FAQs, Reschedule), and click Save

3. Assign a category when creating each new template. To move an existing template, open it and click Template Settings at the bottom of the editor.

Pre-Built Template Types

When you choose New template → Quick reply, you choose a template content type. Each type is locked to a specific button behavior — you cannot change the button type after creation.

1. Plain text → A message with no button. Good for standard replies and informational messages where no action is needed.

2. URL action → A message with a Visit Website button. The customer taps to open a webpage you specify.

3. Mini App action → A message with an Open Mini App button. The customer taps to open a booking or order form inside WhatsApp. The most powerful Quick Reply type for service businesses. Learn more about Mini Apps

4. List action → A message with a Select Option button that opens a scrollable list of up to 10 choices. Good for service menus or FAQ options.

5. Reply Buttons → A message with up to 3 tappable reply buttons. When the customer taps one, that label is sent back to you as their reply.

6. Media Carousel → A scrollable set of image cards customers can swipe through. Each card has its own image, body text, and button.

Creating a Quick Reply Template

1. Click New template, then choose Quick reply

2. Fill in the template details:

• Template name — An internal label for your team. Not shown to customers.

• Template category — Optional. Assign a category to keep your templates organised. Leave empty if you are not using categories.

• Default reply status:

  • Replied — Marks the conversation as done and removes it from your Pending list.

  • Pending — Keeps it in your Pending list so your team remembers to follow up.

3. Select a template content card, then click Create to open the editor

Configuring the Template in the Editor

Header

Appears at the very top of the message. Options:

• None — No header

• Text — A short bold title

• Image — A photo or banner

• Video — A video header

• Document — A PDF attachment. Select a PDF Template and upload a sample PDF under Samples for header content.

Body

The main message your customer reads. Keep it short and factual.

To personalise the message, type @ in the Body field and a dropdown list of available placeholders will appear. Keep typing to narrow the list (for example @Order Amount), then Click any one to insert it into your message. EasyBiz fills these in automatically with real information when the message is sent. Some commonly used placeholders:

• @Customer Name — e.g. Sarah

• @Order Number — e.g. #00234

• @Order Pickup Date — e.g. Wednesday, 9 April

• @Order Pickup Time — e.g. 10:00 AM – 12:00 PM

• @Order Delivery Date — e.g. Friday, 11 April

• @Order Delivery Time — e.g. 2:00 PM – 5:00 PM

• @Order Amount Due — e.g. SGD 45.00

These are just the most commonly used ones. The system has many more available — customer email, customer phone, store name, order date, order subtotal, and more. Type @ in the Body field to see the full list and pick exactly what you need.

Footer

A short closing line below the body. Use it for your business name or a brief disclaimer. Cannot contain placeholders.

Buttons / Action Type

The controls in the Buttons section depend on the template content you selected when creating the Quick Reply. Here is how to configure each type:

1. Plain text

Plain text templates start without buttons. The editor still shows a Buttons section with Add button if you want to add one.

2. URL action

• Button text — The label on the button (e.g. "View Pricing", "Book Now", "Visit Our Store").

• URL type — Static sends everyone to the same URL (e.g. your pricing page or online store). Dynamic changes the URL per customer or order. For most businesses, Static is the right choice.

• Website URL — The full web address the button opens.

3. Mini App action

• Mini App — Select which published Mini App to attach. The dropdown shows all your published forms.

• Button text — If left blank, EasyBiz uses the Mini App's default label automatically.

Learn more about Mini Apps

4. List action

• Button text — The label on the button the customer taps to open the list (e.g. "Select Option", "Choose a Service").

• List options — Add up to 10 items with + Add Item. Each item has a title and an optional description; click an item to edit it. Drag to reorder.

5. Reply Buttons

Add up to 3 buttons. Each button has a short label (e.g. "Yes", "No", "Book Now"). When a customer taps one, that label is sent back to you as their reply in the chat.

6. Media Carousel

A Media Carousel shows your customer a horizontally scrollable set of image cards — each card has a photo, a short description, and a button. It is ideal for showcasing multiple services, products, or promotions in a single message.

The Buttons section of the Media Carousel editor contains three configuration areas:

• Card source Set to Manual cards. This means you build each card yourself inside EasyBiz.

• Card button type Choose the button type that will appear on every card. All cards in one carousel share the same button type. Currently available is the URL Button where each card's button opens a webpage.

• Carousel cards The counter shows how many cards you have set up (e.g. 2/10) — minimum 2 cards, maximum 10 cards.

Click a card row to open the Edit Card dialog:

• Card image → select an Image Data Field, upload a sample with Upload Sample, or enter an image URL. Every card needs an image.

• Card body text → enter a short caption for this card (e.g. "Express same-day laundry, ready by 6pm")

• Button text and Button URL → enter the label and destination for the card’s button, then click Save.

Back in the card list, use the drag handle to reorder cards and the trash icon to remove a card.

Click + Add card to add another card to the carousel.

Publishing Your Quick Reply Template

When you are happy with your template, click Publish at the top right of the editor. Confirm with Publish in the Publish Template dialog. The template is then active, with no WhatsApp review needed. Your staff can start sending it right away by typing / in any active customer chat.

How to Send a Quick Reply Template

1. Click the Inbox icon at the top right of the Console and open the customer's chat

2. Click in the message box and type / (forward slash). The box must be empty for the list to appear — a list of your published Quick Reply templates will pop up

3. Click the template you want to send

4. EasyBiz puts the message into the message box with customer details such as @Customer Name already filled in. If the template uses order details such as @Order Number, choose the order first. Check the message, then click Send

FAQs

Can I send a Quick Reply template to a customer who has not messaged recently?

No. Quick Reply templates only work within the 24-hour window. Use a Utility or Marketing template if the window is closed.

Can I change the button type after creating a Quick Reply template?

No. The button type is fixed at creation. If you need a different button type, create a new template.

Do Quick Reply templates need Meta approval?

No. Click Publish and they are immediately ready to use.

What happens if I leave the button text blank?

EasyBiz uses the default label automatically (e.g. "Book Now", "Complete Form", "Visit Website").

Why did some of my Quick Reply templates disappear from the list?

Clear Search templates and scroll through the Quick Reply sections. Categorised templates appear under their category; uncategorised templates remain in the Quick Reply group.

What is the difference between Reply Buttons and List action?

Reply Buttons show up to 3 buttons directly below your message — the customer just taps one. List action shows a single button that opens a scrollable list of up to 10 options with descriptions. Use Reply Buttons for simple yes/no choices and List action for longer service menus.