If you don't want to type the same answer every time you get a frequently asked question, you can create rapid responses.

Create a rapid response directly in the chat
1. Type your answer and click the # symbol that appears to the right in the message field. 
2. Name your rapid response to be able to search it up and use it in future chats. 
3. Save it by clicking SAVE.

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Create a rapid response directly in Tickets
1. Type your answer and click the # symbol that appears to the right in the message field. 
2. Name your rapid response to be able to search it up and use it in future tickets. 
3. Save it by clicking SAVE.

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Use rapid responses
To use a rapid response in an ongoing chat or in a Ticket, press # and then choose the rapid response you'd like to use in the dropdown menu.

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Create / edit rapid responses
Through Settings > Rapid responses you get an overview of all the rapid responses in use.

You're also able to create new responses, by clicking + Create new, and edit the ones created by you earlier, by opening the rapid responses.

You can also delete rapid responses here by opening one of the rapid responses and clicking Delete.

The ones created by your admin are not editable.

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Global rapid responses
Agents with permissions can create global rapid responses that are available for all or some agents. You can share rapid responses by going to Settings > Rapid responses > + Create new / opening a rapid response > Sharing options, whre you get to choose which agents or groups that should have access to the rapid response.