Use Quick Replies, Response Resources and the Media Library
Create reusable text, media, forms, templates and automation resources for Smart Inbox and customer workflows.
Use Quick Replies, Response Resources & Media Library
Search Aliases: saved reply, canned response, reply materials, message resource, media asset library
CONTENT TYPES
| Quick Reply | Short agent response shortcut. |
|---|---|
| Text Resource | Reusable formatted text. |
| Image / Sticker | Approved visual content. |
| Document | PDF, Word, spreadsheet or other supported business file. |
| Video / Audio | Supported media. |
| Form Flow | Interactive structured data collection. |
| Message Flow | Reusable sequence. |
| Template | Provider-approved structured message. |
| Catalog | Product resource. |
| AI / Chatbot Resource | Approved automated response configuration. |
CREATE A RESOURCE
- Open Quick Replies, Response Resources or Media Library.
- Choose the resource type.
- Enter a descriptive internal name.
- Add approved content or upload the authorized file.
- Add category, favorite or owner where available.
- Save.
- Test in Smart Inbox.
- Test in automation or keyword trigger where used.
- Retire outdated content.
NAMING STANDARD
Use clear names such as welcome_new_lead, pricing_guide_pk, appointment_intro or warranty_policy_pdf. Avoid names such as file1, new reply or final-final.
MEDIA RULES
Upload only authorized files. Compress large files without making them unreadable. Remove expired offers and old brochures. Do not place private customer documents in a general shared media library.
COMMON ISSUES & SOLUTIONS
| Resource cannot be found | Check type, search term, status and workspace. |
|---|---|
| Outdated reply is still used | Review favorites, flows and keyword triggers before deletion. |
| File fails to send | Check format, size, provider support and storage. |
| Wrong variable appears | Review template/resource field mapping. |
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