Your team answers the same WhatsApp questions every day: prices, delivery charges, the address, bank details, the catalogue. ReploChat has two tools so nobody types or hunts for these again. Quick replies are saved answers you drop into a chat by typing / and a shortcut. The media library holds the files you send often, such as price lists, menus, brochures and how-to videos, ready to send in two clicks. Both are shared by your whole team, so every agent gives the same correct answer.
Quick replies and the media library are part of the shared inbox on every plan. How many quick replies you can save depends on your plan; see pricing.
Create WhatsApp quick replies
- In the sidebar, under WhatsApp Inbox, open Quick Replies.
- In New quick reply, type a Shortcut: the word you'll type after the slash, such as
price,bankordelivery. It can be up to 40 characters and must be unique in your workspace. - Write the Reply (up to 4,096 characters). You can use placeholders that are filled in when it's sent:
{name}: the customer's name{first_name}: their first name{phone}: their number{agent}: the name of the team member sending it
- Click Add quick reply. To change one later, click it in Your quick replies, edit it and click Save changes. Use the search box to find one in a long list.
Quick reply examples to copy
| Shortcut | Reply |
|---|---|
/price | Hi {first_name}, our prices start at Rs 2,500. Shall I send the full list? |
/delivery | We deliver across Pakistan in 3–5 working days. Delivery is free over Rs 5,000, otherwise Rs 250. Cash on delivery is available. |
/bank | You can pay by bank transfer to: Bank name, Account title, IBAN PK00 XXXX 0000 0000 0000 0000. Please send a screenshot of the receipt here once done. |
/address | We're at Shop 12, Main Boulevard, Lahore. Google Maps: https://maps.app.goo.gl/… We're open Mon–Sat, 11 AM to 9 PM. |
/thanks | Thank you {first_name}! This is {agent} from the team. Message us here anytime. |
/rto | Hi {first_name}, the courier couldn't deliver your parcel. Please confirm your address and a good time to deliver, and we'll send it again. |
Use a quick reply in the inbox
- Open a chat in the WhatsApp inbox.
- In the reply box ("Type a message, or / for quick replies..."), type
/. A Quick replies list appears. Keep typing to filter by shortcut, e.g./del. - Use the up and down arrow keys to choose, and press Enter (or click) to put the reply in the box.
- Edit it if you need to. It's normal text in the box until you send it. Then press Enter to send.
/ shows a Create one link instead.Build a shared media library
- In the sidebar, under WhatsApp Inbox, open Media Library.
- Under Add a file, choose the File.
- Optionally give it a Name your team will recognise, such as "Price list 2026". Leave it empty to use the file name.
- Click Save to library. The file appears under Saved files, where you can filter by Images, Videos, Documents or Audio, search, rename or delete.
File types and sizes WhatsApp accepts
| Type | Formats | Max size |
|---|---|---|
| Images | JPG, PNG | 5 MB |
| Videos | MP4, 3GP | 16 MB |
| Documents | PDF, Word (DOC, DOCX), Excel (XLS, XLSX), PowerPoint (PPT, PPTX), TXT | 16 MB |
| Audio | MP3, M4A, AAC, OGG, AMR | 16 MB |
Anyone with inbox access can add files and send them. The owner can rename or delete any file; a manager can rename or delete only the files they uploaded.
Send a file from the library
- In an open chat, click + next to the reply box and choose From library.
- In Send from library, search by name ("Search files...") and click the file.
- If you typed something in the reply box first, it's sent with the file as the caption. That's useful for "Here's our latest menu 👇".
The 24-hour window still applies
Quick replies and library files are normal (free-form) WhatsApp messages. WhatsApp only allows them within 24 hours of the customer's last message. When that window has closed, the inbox switches the chat to template-only mode, and you need to send an approved template instead. For media you send to many people at once, use a template with an image, video or document header in a campaign.
Tips from busy support teams
- Keep shortcuts short and obvious:
/price, not/pricelist-final-v2. Agree on names as a team. - Review prices monthly. One wrong quick reply repeats the mistake in every chat. Update it once and everyone sends the new version.
- Add your top 10 questions first. Look at the last week of chats and save the answers you typed most often.
- Name files by what customers ask for ("Menu", "Size chart", "Warranty card"), so agents find them by searching.
- Feed the AI too. The same answers belong in your business profile, so the AI assistant can answer them outside office hours.
On the mobile app
On plans that include the ReploChat mobile app, agents can use quick replies in chats and send files from the media library, which they can also manage from the app's profile menu.