How to use WhatsApp quick replies
Quick replies are saved message snippets triggered by typing a forward-slash shortcut, e.g. /thanks expands to 'Thanks for reaching out! How can I help today?'. The Business app supports 50 quick replies; the API supports unlimited and can include images, documents and buttons.
Used well, quick replies can cut average response time by 60–80% and free up agents for harder cases.
- 1
Open the quick replies menu
Business app: Settings > Business tools > Quick replies. API inbox (LandinChat): Inbox > Settings > Canned responses.
- 2
Create a new shortcut
Tap '+' > write the full message > set a shortcut like /thanks (no spaces, 25 chars max) > optionally add up to 3 keyword tags for search.
- 3
Trigger inside a chat
Type / in the message box and pick the snippet, or type / + first letters of the shortcut. The full message expands instantly — edit before sending if needed.
- 4
Sync across agents (API only)
In LandinChat, mark a snippet as 'Team-wide' so every agent inherits it. Maintain a single source of truth — never let agents create their own versions.
- 5
Review every quarter
Audit which snippets are used most. Delete dead ones, sharpen wording on the top 10, and translate the top 5 into your customers' top language.
Pro tips
- → Group shortcuts by team prefix: /s_pricing for sales, /sup_refund for support.
- → Keep snippet text in your brand voice — don't sound robotic.
- → On the API, attach a follow-up template button (e.g. 'Talk to a human') for fast escalation.
Frequently asked questions
What's the quick reply limit?
50 on the free Business app, unlimited on the API.
Can quick replies include media?
API yes (image, doc, video). Free app: text only.
Are they shared across devices?
Free app: yes via WhatsApp account. API: yes across team members.
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Official references
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