Quick replies are ready-made messages you save once and use in any Inbox conversation. They save you from rewriting the same greeting, introduction or answer to a frequent question, and help the team speak the same language.
Each quick reply can have variables (like the contact's name), filled in automatically with the conversation's data, and attachments, like a PDF presentation.
Available on: Conversations (Inbox), on all channels.
Who can do it: any user with access to the Inbox.
When to use them
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Greetings and welcome messages the team sends every day
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Company introduction with the PDF material attached
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Answers to objections and frequent questions from your playbook
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Standardized scheduling and closing messages for the whole team
How to create a quick reply
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In the menu, go to Settings
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In the Service section, click Quick replies
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Click Create quick reply
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Fill in the title, which is the name you'll search for in the conversation
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Choose a category (optional), to filter more
quickly day to day
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Set the visibility: just for you or shared with the team
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Write the message and, if you want, insert variables and attachments
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Check the preview and click Save
Categories
The category is optional. It becomes a tab in the quick replies list inside the conversation, which makes it easier to find the right message. The default categories are: Greeting, Follow-up, Onboarding, Objections, Scheduling and Closing. Replies without a category show under All.
Variables
When writing the message, insert variables from the contact (e.g., name, company) or from the agent (the user sending it). The variable shows as a highlighted element in the text, and the preview shows the message already filled in. Variables follow the same pattern used in Campaigns.
For each contact variable, you define what happens if the data doesn't exist in the record:
| Option | What happens |
| Fallback value | A fixed text goes in its place (e.g., “how are you?” instead of the name) |
| Alternative variable | Nuvia uses another variable instead (e.g., company instead of name) |
| Remove the passage | The part that depends on the variable is removed from the sentence, with punctuation and spacing adjusted |
| Nothing set | The field is highlighted as pending in the conversation and sending is blocked until you fill it in |
Attachments
You can attach files to the quick reply, such as a PDF, image, spreadsheet, presentation or text. When you use the reply in the conversation, the message and the attachments go in together.
How to use a quick reply in a conversation
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In the Inbox, open the conversation
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In the composer, type / or click the Quick replies button
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Search by title or content, or browse the category tabs
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Click the reply: the text goes into the composer with the variables already filled in
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Review, edit if needed and send
Several attachments in the same send
Nuvia accepts several attachments at once, with a preview before sending. PDFs, presentations, spreadsheets, text files, images, videos and GIFs are accepted, according to the formats each channel supports.
Limits and rules
| Rule | How it works |
| Channels | Works on any channel, because it uses the open conversation's channel |
| Available variables | Contact and agent data. Custom fields and external CRM data aren't included yet |
| Agent variables | Always filled in with the logged-in user |
| Reply without variables | Works as fixed text, with no extra checks |
| Editing in the composer | Allowed before sending; doesn't change the saved reply |
Common errors and solutions
| What happens | Why | What to do |
| The send button stays disabled | A variable is pending because the contact doesn't have the data | Fill in the highlighted field in the composer or set a fallback value in the quick reply |
| I can't find a teammate's reply | It was saved with personal visibility | Ask the author to change the visibility to the team |
| The message went out missing a passage | The variable was set to remove the passage when the data is missing | Review the variable's rule in the quick reply |