> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/managing-conversations/use-fast-responses.md). # Use Fast Responses This page explains how to use fast responses inside LiveChat. Fast responses are saved replies that help agents respond faster, keep messages consistent, and reduce the time needed to write repeated answers. ### What are Fast Responses? Fast responses are pre-written messages that agents can select and send during customer conversations. They are useful for common replies, such as greeting messages, support instructions, follow-up messages, service information, or closing messages. Using fast responses helps agents: * Reply faster to customers * Keep communication clear and consistent * Reduce typing repeated answers * Avoid mistakes in frequently used messages * Save time during busy periods ### When to Use Fast Responses Fast responses can be used when the customer session is open and the agent needs to reply quickly with a saved message. Examples of when to use fast responses: * Greeting the customer * Asking for more information * Sharing service details * Explaining common steps * Sending follow-up messages * Closing the conversation professionally ### How to Use a Fast Response To use a fast response: 1. Open the customer conversation. 2. Click the fast response option inside the chat. 3. Select the suitable saved response. 4. Review the message before sending. 5. Edit the message if needed. 6. Click **Send**. The selected fast response will be sent to the customer as a normal message. ### Create a Fast Response Users with the required permission can create new fast responses from the **Fast Response** page. Fast responses can be created for personal use or shared with other users, depending on the permissions assigned by the admin. #### How to create a fast response To create a fast response: 1. Go to the **Fast Response** page. 2. Click **Add**. 3. Enter a clear title for the fast response. 4. Add the content of the message. 5. Attach a file, if needed. 6. Choose whether the fast response should be private or shared, if sharing permission is available. 7. Review the fast response details. 8. Click **Save**. #### Add an attachment to a fast response When creating a fast response, users may be able to attach supported files such as images or documents. Supported attachment examples include: | Type | Supported formats | Maximum size | | -------- | ----------------------------------------- | ------------ | | Image | JPEG, PNG | 5 MB | | Document | PDF, TXT, XLS, XLSX, DOC, DOCX, PPT, PPTX | 100 MB | Make sure the attachment type and size are supported before saving or sending the fast response. #### Share a fast response If the user has sharing permission, the fast response can be shared with other users. Depending on the available permissions, the user may be able to: * Keep the fast response private * Share it with all users * Share it with specific users only Shared fast responses help teams use consistent wording when replying to customers. If the sharing option is not available, the user may not have permission to share fast responses. In this case, the admin should review the user’s permissions from the Portal. ### Fast Responses and WhatsApp Sessions For WhatsApp conversations, fast responses can only be sent when the customer session is open. A WhatsApp session is considered open from the last message received from the customer and remains open for 24 hours. If the WhatsApp session is closed, the agent must send an approved template message first and wait for the customer to reply. Once the customer replies, the session becomes open again, and the agent can use fast responses or normal messages. ### Editing Before Sending Agents should review the selected fast response before sending it to the customer. In some cases, the agent may need to edit the message to match the customer’s request or add missing details. This helps keep the reply more accurate and personalized. ### Fast Responses with Attachments Some fast responses may include attachments, depending on how they were created and configured. Attachments may include supported files such as images or documents. Before sending a fast response with an attachment, make sure: * The attachment is relevant to the customer’s request. * The file type is supported. * The file size is allowed. * The message is reviewed before sending. ### Shared and Private Fast Responses Fast responses may be private or shared depending on the permissions assigned by the admin. #### Private Fast Responses Private fast responses are usually created for personal use by a specific agent. They help agents save replies they commonly use in their own conversations. #### Shared Fast Responses Shared fast responses can be made available to all users or selected users, depending on the sharing permission. They are useful when the team needs to use the same approved wording or standard replies. Access to create, edit, delete, or share fast responses depends on the permissions assigned by the admin. ### Fast Response Permissions Depending on the user’s permissions, they may be able to: * Use existing fast responses only * Add private fast responses * Add attachments to fast responses * Share fast responses with all users * Share fast responses with specific users * Edit fast responses * Delete fast responses If a user cannot add, edit, delete, or share fast responses, the admin should review their permissions from the Portal. ### Best Practices When using fast responses: * Choose the response that best matches the customer’s request. * Review the message before sending. * Personalize the message when needed. * Avoid sending a response that does not match the conversation context. * Keep shared responses clear, professional, and updated. * Do not use fast responses as a replacement for reading the customer’s message carefully. ### When Fast Responses Cannot Be Sent A fast response may not be sent in some cases, such as: * The WhatsApp session is closed. * The conversation is assigned to another agent. * The user does not have permission to reply. * The conversation is already closed or archived. * The attachment included in the response is not supported or exceeds the allowed size. If the fast response cannot be sent, review the conversation status, session status, and user permissions. ### Next step After learning how to use fast responses, continue to the **Assign or Transfer Chat** page to learn how conversations can be assigned or moved between agents and departments.