In Uspacy, External Lines help you communicate with clients directly in the Workspace chat — even when they message you through third‑party messengers and social networks such as WhatsApp, Telegram, Viber, Facebook, or Instagram.

With this setup, all communication is collected in one place, so a manager doesn’t need to constantly switch between different apps — the system brings chats from various channels into a unified inbox.

Quick replies are pre‑prepared text templates for common client inquiries (like terms, instructions, clarifications, or standard questions) that you can quickly insert into a conversation and modify with details specific to the situation.

They save time on routine messages, help maintain a consistent style and service quality across the team, and reduce the risk of errors — especially when incoming messages are frequent.

This works especially well with CRM: when the client’s chat and data are side by side, it’s easier to respond quickly and effectively.

In the Communication hub, there’s a dedicated section (accessible only to administrators and the Workspace owner) where you can manage quick replies — create, edit, deactivate, or delete templates as needed.

Click the Create button, or + Quick reply if you’re adding your first one.

A form will open where you enter a name and the message text. You can use the built‑in editor to format the message.

When it’s ready, click Create.

Your new quick reply will appear in the list and be marked as Active — which means it’s ready to use in client conversations over external channels.

You can add variables either when creating a new quick reply or while editing an existing one. To do this, click the “+”icon in the upper-right corner of the text field.

A list of available Space entities will open. You can use their fields and values in your template. Each entity has its own set of available variables.

🟣 Employee – information about the user who is currently using the quick reply in the conversation. You can insert the first name, last name, middle name, and position. This is convenient for automatic signatures such as:

“Sincerely, {{First name}}, {{position}}.”

🟣 Inquiry – fields from the current chat: the contact’s name (as displayed in messengers or social media), inquiry ID, and channel.

Use these variables to reference the inquiry number or the channel from which the client contacted you.

🟣 Space billing details – company information from the general settings section: company name, legal address, full and short company name, etc.

Only details marked as the main will be inserted. This is the same set of fields available in the document generator (except for fields such as Signature or Seal — these are not used in quick replies).

🟣 Lead / Deal / Contact / Company – data from CRM entities linked to the chat. Currently, the following fields are available for variables:

This allows you to personalize responses (address the client by name, provide contact details, include the company name, etc.). For example, you can create a quick reply template called “Payment details,” where all payment information is automatically pulled from the Space billing details, or a “Tracking number” template where the variable inserts the shipment tracking number from the corresponding field in the deal card or another entity.

💡 Important:

To add variables to your quick reply text, simply select the required one — for example, the name of the operator responsible for the chat.

The variable will be inserted into the appropriate place in the text.

Add variables throughout the template wherever needed.

After saving your changes or creating the template, you can start using it and test how the variables are displayed.

As a result, the new quick reply will appear in the list and will automatically receive the Active status.

This means it is available for use in client communications across external channels.

This option lets you temporarily disable a template. It’s useful when the reply is currently irrelevant or needs to be reviewed, but you don’t want to delete it permanently.

To deactivate a quick reply, open the interaction menu for the specific quick reply and select Deactivate.

Once deactivated, the reply will no longer appear in the list of available templates and can’t be used in external channel conversations until re‑activated.

Use this option when you want to update an existing template — for example, to fix a mistake, expand the text, rephrase content, or update information (such as terms, contacts, or deadlines).

Open the interaction menu for the quick reply you want to edit and select Edit.

A form will appear where you can update the title and the message text. After making your changes, click Save.

The changes will take effect immediately and will be available the next time the reply is used.

The Duplicate option lets you quickly make a new template based on an existing one — without typing the text from scratch. This is especially useful when you work with common messages (delivery/payment terms, instructions, contact details, etc.) and often need similar variants for different situations.

To duplicate a quick reply, open the interaction menu for the reply you want to duplicate and select Duplicate.

A form will open with the fields already filled out. Simply edit the text, change the title if needed, and click Save. The copy will become a separate quick reply that you can use independently.

If a quick reply is outdated or completely duplicates another one, it’s best to delete it so the team won’t be confused by too many templates and can find the right one faster.

To delete a quick reply, open the interaction menu for the one you want to remove and select Delete.

This action requires confirmation, because once deleted, the quick reply cannot be restored.

When your team has created many quick replies, the search bar and filters help save time by avoiding manual scrolling and quickly finding the template you need.

Open a chat with a client. In the message input field, click the quick replies icon.

The system will display all available active quick replies. To review a template before sending it, click the preview (eye) icon — a preview will open so you can see the message content.

Click the title of a quick reply — it will automatically insert into the message field.

If needed, add details specific to the client’s request and send the message.

If you have additional questions or you need to contact the support, send a request to this email [email protected]

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