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Configure a text response type
Add a WhatsApp registered template
May 06, 2026 | 173 view(s) | 0 people thought this was helpful

Manage Quick Replies

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This article guides you through the configuration steps required to deploy standardized response templates, ensuring your contact center team provides consistent and high-quality service.

You can add and manage quick replies from Control Hub for agents to use in customer conversations across various channels supported by Webex Contact Center. Quick replies significantly improve efficiency and consistency in customer support interactions.

Configure a text response type

You can create a universal quick reply suitable for all channels and compatible with the Webex Contact Center or create quick replies tailored to specific channels.

Before you begin

  • You must have administrative access to Control Hub.
1

Sign in to Control Hub.

2

Navigate to Services > Contact Center > Desktop Experience > Quick replies.

3

Click Add quick reply.

4

Configure General settings:

  • In the Name field, enter the quick reply name.
  • In the Response type field, select Text .
  • Choose the All radio button from the Applicable channels section to create a standard quick reply that you can use for all channels.
  • Choose the Specific channel radio button from the Applicable channels section to create channel specific quick replies.
    • Choose a channel from the Select a channel drop-down list.
      You can create quick replies for SMS, Email, Facebook, WhatsApp, Livechat, and Apple Messages for Business (AMB) channels.
  • In the Sender ID field, enter the sender ID to deliver the message as per country standards.
  • Choose a category from the Select a category drop-down list to group the quick reply under a specific category.
    If you haven’t created a category:
    • Click Add category.
    • The Add a category pop-up window appears.
    • In the Category name field, enter the name.
    • Click Add to save the category.
  • Configure Content settings:
    • In the Text content field, enter the quick reply text.
      • System parameters: You can configure parameters like system.customer_name, system.customer_id, system.customer.mobile_no, system.customer_email_address in the quick reply body by placing @@ before each of these parameters. When you use these parameters in quick replies, values are dynamically substituted when an agent includes them in a conversation.
      • Each digital channel has a maximum character count for the Text content field. Ensure that your text doesn’t exceed the limit.
    • (Optional) Enable Do not allow changes in the content other than custom field toggle button to lock a configured quick reply.

      When you enable the Do not allow changes in the content other than the custom field toggle button, agents can only edit custom or dynamic fields of a quick reply. They can’t enter free text in the composer.

5

Click Save.

Add a WhatsApp registered template

You can create a universal quick reply suitable for all channels and compatible with the Webex Contact Center or create quick replies tailored to specific channels.

Before you begin

Ensure that you've already created the WhatsApp message and have it approved by WhatsApp. Refer to create WhatsApp channel asset documentation for creating the message templates.

1

Sign in to Control Hub.

2

Navigate to Services > Contact Center > Desktop Experience > Quick replies.

3

Click Add quick reply.

4

Configure General settings:

  • In the Name field, enter the quick reply name.
  • In the Response type field, select WhatsApp registered Message .
  • Select the Category radio button from the Applicable channels section to create a standard quick reply that you can use for all channels.
5

Provide the following details in WhatsApp configurations:

  • Business account: From the dropdown, Select an account ID associated with your WhatsApp Business Profile.

  • Language: Select a language from the dropdown that matches the language of your pre-approved WhatsApp template

  • WhatsApp category: Select the appropriate category from the dropdown that corresponds to your template's classification (for example, Utility, Marketing).

6

Configure Content settings:

  • (Optional) Header: Select one of the following options:

    • None: If your template doesn't include a header.

    • Text: If your template has a text-based header. Click or use angular braces <> to type the variable.

    • Media: Select this if your template includes a media header, and then upload the relevant file such as image, video, document.

  • Message: Type your message in the text box. This is where you put in the content for your approved WhatsApp template.

    • Click the @ symbol to add a pre-set system variable. Don’t change the variable after adding it, or it might mess the settings.
    • You can also click or use angle brackets (< >) to type in a variable.

  • (Optional) Footer: Type a short line if your template needs a footer. You can’t go over 60 characters.

7

In the Sample Values for variables, provide values for the variables you've added in the Step 6.

8

Click Save.

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