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Two shortcuts in the composer, doing different jobs.

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/ — quick replies

Saved answers for things you type constantly: opening hours, delivery times, payment details.
1

Type / in the composer

A list appears. Keep typing to filter it.
2

Pick one

Its text drops into the composer. You can edit before sending — it is a starting point, not a locked script.
Each quick reply has a title (what you search for) and a body (what gets inserted), and can carry an attachment. Create and delete them inline from the same menu, so you can save a good answer the moment you have written it.
Quick replies are shared across the workspace, so a good one written by one agent helps everybody. Title them for how people will search — “delivery time”, not “reply 3”.

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: — commands

Runs an automation against the current conversation, rather than inserting text. Where a quick reply pastes words, a command does something: creates an order, looks a customer up in another system, sends a structured message, kicks off a follow-up sequence. Some take arguments, and the composer prompts you for them. Which commands exist depends on what your workspace has built under Automation — there is no fixed list.

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Which to use

Inbox tour

The rest of the conversation view.

Template approval

Messaging outside WhatsApp’s 24-hour window.