# 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.

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### 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

| Full Message       | Shortcut |
| ------------------ | -------- |
| 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

1. Go to the **Advanced** section under **Settings**
2. Open the **Shortcuts** tab
3. Click **Add new quick reply**
4. In the **Quick Reply** field, enter your full message\
   \&#xNAN;*Example:* `How are you doing?`
5. In the **Shortcut** field, enter a short, easy-to-remember keyword\
   \&#xNAN;*Example:* `hru`&#x20;
6. Click **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., `ty` for "Thank you", `brb` for "Be right back")
* Review and update quick replies regularly to align with updated communication policies or workflows

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#### 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

1. Navigate to the **Advanced** section under **Settings**
2. Open the **Custom Replies** tab
3. Click **Add new custom reply**
4. In the **Custom reply** field, type your message\
   \&#xNAN;*Example:* `How may I help you?`
5. 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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