Quick replies are used to give users options to quickly select from. These are relevant when the bot asks a question and is expecting a response; in this case, you would want to create a quick response asset with different options - Asking the user to select from one of the possible issues. Quick reply options disappear once you select one of the options and only the answer can be viewable.

Please note that you have the option to include both text and images with each bot reply. While adding an image is not mandatory. If you choose to include an image, we recommend using a square image with a minimum size of 18x18 pixels.