Most Used Messages System

Effortless Chat Workflows: Most Used Messages Overview
 

The Most Used Messages feature is a specialized efficiency tool designed to streamline customer communication by allowing administrators to save up to six frequently used message templates. Managed within the Settings menu and stored as JSON data on the organization owner's record, these templates support dynamic placeholders—such as customer names or custom fields—that automatically populate with specific client data when used in a chat. In the single customer profile chat, users can instantly insert these pre-written responses and automatically trigger specific communication channels like SMS, WhatsApp, or email with a single click, significantly reducing repetitive typing and response times.




 

How To Load This Module?
 

To load the Most Used Messages module and manage your templates, follow these steps:

Open Settings: Click the Settings gear icon in your user profile sidebar to open the primary configuration menu. Go to Company Settings: Select the Company Settings tab from the top navigation bar to view organization-level tools. Launch Template Modal: Scroll down the side menu and click Most Used Messages to open the management interface where you can view and edit your templates.

Most Used Messages: Management Overview
 

The Most Used Messages modal serves as a centralized hub for managing your organization's saved message templates. Below is a concise breakdown of the listing and available actions:

Template Listing   Central List: Displays all saved message templates, showing the full text including dynamic placeholders like {name} and {mobile}. Action Column: Located on the right side of each message row, providing immediate access to modification tools. Core Actions   Add New (+): Click the plus icon at the top right of the modal to open the "Add New Most Used Message" form and create a new template. Edit: Click the pencil icon next to a specific message to modify its text or action type. Delete: Click the trash icon to permanently remove a message template from the system.

Adding a New Message: Step-by-Step Process
 

When you click the + icon within the Most Used Messages modal, a secondary form opens to allow for new template creation. Follow these steps to add a message:

Open Form: Click the plus (+) button located in the top-right corner of the main listing modal. Enter Message: Type your template text into the Message textarea, utilizing curly-bracket placeholders like {name} or {mobile} for dynamic customer data. Select Message Type: Use the Message Type dropdown to assign a primary action to the template, such as Blank, Send Sms, Quick email, Send whatsapp, or Notes. Submit: Click the Submit button to save the template to your organization's list; the system will then automatically update the table with your new entry.

Using Most Used Messages in Customer Chat
 

The Most Used Messages system allows you to quickly insert pre-written templates directly into a customer conversation to save time and maintain consistency.
 

How to Use in Chat
 

• Open the List: In the single customer profile chat, click the up arrow icon near the message input field to display your saved templates.

• Dynamic Personalization: The system automatically replaces placeholders (like {name} or {phone}) with the specific data of the customer you are currently chatting with.

• One-Click Execution: Clicking a message instantly inserts the text into the chat box.

• Auto-Channel Selection: If a template is saved with a specific Message Type (such as SMS, WhatsApp, or Email), the chat interface will automatically trigger that communication channel when the message is selected.
   

Message Type Actions
 

When setting up or using these messages, the assigned type determines the final delivery method:
 

• Blank/Notes: Inserts text as a standard internal note or message.

• Send Sms / Send WhatsApp: Prepares the message for mobile delivery.

• Quick Email: Automatically selects the email channel for the customer.