Advanced Preferences
Advanced Preferences
The Advanced Preferences section in Squarebox is designed to help teams streamline communication, minimize repetitive typing, and deliver faster responses. By setting up Quick Replies and Custom Replies, your team can work more efficiently while ensuring consistent messaging across every interaction.
These features are particularly useful for customer-facing teams who frequently respond to similar queries, follow standard scripts, or want to maintain a uniform tone of voice.
Quick Replies
Quick Replies allow you to create keyword shortcuts that automatically expand into full messages when typed into a chat. They are ideal for commonly used phrases and sentences that agents use repeatedly throughout the day.
Instead of typing out the same message every time, you just type the shortcut, and it instantly turns into the full sentence — saving time and reducing typing effort.
Example
How are you doing?
hru
When an agent types hru during a conversation, it will automatically expand to:
How are you doing?
This makes daily communication faster and more consistent.
How to Create a Quick Reply
Go to the Advanced section under Settings
Open the Shortcuts tab
Click Add new quick reply
In the Quick Reply field, enter your full message Example:
How are you doing?In the Shortcut field, enter a short, easy-to-remember keyword Example:
hruClick Save, or Save and Add Another to create more
Best Practices
Use lowercase for all shortcuts to maintain consistency
Keep shortcuts short and intuitive (e.g.,
tyfor "Thank you",brbfor "Be right back")Review and update quick replies regularly to align with updated communication policies or workflows
Custom Replies
Custom Replies are ready-to-send, predefined messages that can be triggered with just one click. These are especially useful for answering repetitive questions or providing structured responses, such as greetings, requests for more information, or follow-ups.
Unlike Quick Replies (which are triggered by typing a shortcut), Custom Replies are selected and sent directly from the chat interface.
Example
Some commonly used custom replies might include:
Hi, I need more information.
How may I help you?
Please wait a moment while I check that for you.
These can be saved and accessed easily during any conversation, helping agents respond quickly and accurately.
How to Create a Custom Reply
Navigate to the Advanced section under Settings
Open the Custom Replies tab
Click Add new custom reply
In the Custom reply field, type your message Example:
How may I help you?Click Save, or Save and Add New Custom Reply if you're adding multiple
Best Practices
Use Custom Replies for frequently repeated phrases or standard scripts
Keep messages clear and helpful
Regularly review your saved replies to ensure they match the tone and standards expected for customer conversations
Consider categorizing replies (e.g., greetings, closing messages, data requests) for easier access
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