Quick Responses

Quick Responses are pre-written message templates that staff insert into a conversation with one click — eliminating repetitive typing for common replies, greetings, or instructions.

How It Works

1. Admins or managers create Quick Responses in the Quick Responses page (sidebar).
2. When a staff member is chatting, they click the ⚡ (lightning bolt) button in the chat input toolbar.
3. A popover appears — staff search or browse by category, then click a response to instantly paste it into the message box.
4. Staff can edit the text before sending if needed.

Quick Response Fields

Field	Required	Description
Title	✅	Short label shown in the picker list (e.g., “Welcome greeting”)
Message	✅	The actual text sent to the guest
Category	❌	Optional grouping label (e.g., Greeting, Checkout, Support)
Sort Order	❌	Controls display order within each category (lower = appears first)

Tip

Use Category to group related responses together. In the chat picker, responses are displayed in collapsible category groups for fast scanning.

Managing Quick Responses

Navigate to Quick Responses in the sidebar (visible to roles: Admin, Director, Manager, Supervisor).

Creating a Quick Response

1. Click Add Response (top right).
2. Fill in Title (required) and Message (required).
3. Optionally add a Category and Sort Order.
4. Click Create.

Editing

Click the ✏️ pencil icon on any row to open the edit panel with pre-filled values.

Deleting

Click the 🗑️ trash icon. A confirmation dialog will appear before deletion — this action is irreversible.

Searching

Use the search bar at the top of the Quick Responses page to filter by title, message content, or category.

Using Quick Responses in a Conversation

Inside any conversation, the chat input toolbar contains a ⚡ button (lightning bolt icon):

1. Click ⚡ — a popover opens above the input.
2. Search by title, content, or category using the search field.
3. Responses are grouped by category — uncategorized responses appear under “General”.
4. Click any response to instantly paste its message text into the input.
5. You can still edit the text before pressing Send.

Note

The ⚡ picker loads responses on first open and caches them for the session. The footer of the picker contains a “Manage quick responses →” link to open the management page.

Role Access

Role	Can Manage (CRUD)	Can Use in Chat
super_admin / director / admin	✅	✅
manager / supervisor	✅	✅
staff	❌ (page not in sidebar)	✅ (⚡ button in chat)

Caution

Staff cannot access the Quick Responses management page, but they can still use the ⚡ picker inside conversations to insert existing responses.

Best Practices

• Keep titles short — staff scan titles quickly in the picker.
• Use categories consistently — e.g., always use Greeting, Checkout, Housekeeping (not mixed case).
• Set Sort Order for frequently used responses to push them to the top of each category.
• Review quarterly — archive outdated responses by deleting them to keep the picker clean.