Quick replies
Also called Suggested questions, Suggested replies, Conversation starters
Quick replies are clickable buttons in a chat window that offer ready-made questions or answers, so users can tap instead of typing. They're used to start conversations, guide people toward common topics and make chat easier on mobile. Users can usually still type their own message instead.
Example
Buttons under a greeting read "Shipping times", "Return policy" and "Talk to a person".
Why it matters for a website chatbot
Suggested questions show visitors what the chatbot knows and get conversations started. ChatBento lets you show up to four suggested questions before the visitor types, so the most common answers are one tap away.
See it in practice: FAQ automation
Related terms
- Greeting messageA greeting message is the first message a chatbot shows when a visitor opens the chat window, before they type anything. It tells visitors what the chatbot can help with and invites a first question. Specific, useful greetings get more replies than a generic "How can I help?".
- IntentIn chatbots, an intent is the goal behind a user's message, such as checking an order, asking about pricing or requesting a refund. Traditional chatbots classify each message into one of a fixed list of intents to choose a scripted reply; language-model chatbots infer intent without a predefined list.
- FAQ pageAn FAQ page lists frequently asked questions about a business, product or topic, each followed by a short answer. It lets visitors find common answers without contacting anyone, and clear question-and-answer formatting also makes the content easy for search engines and AI answer engines to understand and quote.