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In Google Messaging for Business, a Quick Reply template is a predefined set of response options that businesses can provide to customers. It allows customers to select a response from a list of predetermined choices instead of typing out a full message. This feature aims to streamline communication, save time for both customers and businesses, and ensure consistent and efficient responses.

Quick Reply templates typically appear as buttons or clickable options within the messaging interface. When a customer receives a message that includes Quick Reply options, they can simply select the most relevant response that aligns with their query or request.

Businesses can customize Quick Reply templates to align with their specific needs and customer inquiries. These templates are often used for common scenarios such as frequently asked questions, order status updates, appointment confirmations, feedback collection, survey participation, and more.

By leveraging Quick Reply templates, businesses can enhance customer experience, improve response times, and provide a seamless and user-friendly communication process.

Creating a quick reply template in Google messaging for business

1. Navigate to Digital Asset Management under Sprinklr Marketing

2. Click on Create New Asset and select Omni Chat Template

3. Provide necessary details viz. Template name, Channel Type as Google Business Messaging, and Template Type as Quick Reply Template

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4. Add the message in the message section and add Button labels can be configured with Actions such as Open URL, Call and Request Live Agent

5. Save the asset

Some use cases that can be achieved using a quick reply template:

Quick Reply templates in Google Messaging for Business serve as pre-defined response options that businesses can provide to customers for easy and efficient communication. Here are some key use cases for Quick Reply templates:

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1. Common FAQs: Businesses can create Quick Reply templates for frequently asked questions, allowing customers to select the relevant response instead of typing out their query. This saves time for both the customer and the business and ensures consistent and accurate responses.

2. Order Status Updates: When customers inquire about the status of their orders, Quick Reply templates can provide predefined responses such as "In Transit," "Delivered," or "Out for Delivery." This enables businesses to promptly address customer inquiries without the need for manual typing.

3. Appointment Confirmations: For businesses that schedule appointments, Quick Reply templates can be used to confirm appointments with customers. Customers can simply select a response like "Confirmed," "Reschedule," or "Cancel," streamlining the confirmation process.

4. Feedback Collection: Quick Reply templates can assist in collecting customer feedback by offering response options like "Satisfied," "Neutral," or "Dissatisfied." This enables businesses to gauge customer satisfaction efficiently and encourages feedback submission.

5. Survey Participation: When conducting surveys, Quick Reply templates can provide predefined options for customers to choose from. This simplifies the survey process for customers and increases participation rates.

6. Request Routing: Quick Reply templates can help businesses route customer requests to the appropriate department or team. For example, customers can select response options like "Sales," "Support," or "Billing," enabling businesses to direct inquiries more efficiently.

7. Service Selection: In scenarios where businesses offer different services or packages, Quick Reply templates can present options for customers to select from. This helps customers easily indicate their preference or specific service they require.

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Quick Reply templates enhance the customer experience by providing convenient response options, reducing response times, and ensuring consistency in communication. They optimize interactions between businesses and customers, leading to improved customer satisfaction and efficient handling of inquiries.