Add and use quick replies and buttons in Sparkcentral

When engaging in conversations via Facebook Messenger, Twitter direct messages, or in-web or in-app messaging channels, agents can create and use quick replies and buttons to improve communication efficiency.

Agents can add snippets to the Knowledge Base tab (where they can be dragged into the reply field) or to an auto responder message. Quick replies and buttons can also be created via the Virtual Agent API.

Knowledge Base button example

1. Create a new Sparkcentral agent Knowledge Base. For example:
   
   Need more information? %[Visit our website](http://www.sparkcentral.com)
   
   
2. Click or drag the snippet into the reply box.

Here's how the button looks in a Twitter direct message.

Auto responder quick reply example

Create a new auto responder (or edit an existing one). For example:

• Statement: Hi, thank you for contacting our customer service team!
• Question: What can we help you with today? %[Change booking](reply:change-booking) %[Request invoice](reply:request-invoice)

Here's how the quick reply looks in Facebook Messenger.

Syntax list and examples

The following table shows all supported quick replies and buttons. You can test a quick reply or button by copying the content from the Example column into the reply box and sending it.