Here’s the professionally localized English version of the CRM product manual in strict Markdown format:

Quick Reply Sample Page
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Quick Reply Sample Page

Quick replies are categorized into enterprise-level and personal-level:
- Personal Quick Replies: Maintained by individual agents in the service console, visible only to the creator
- Enterprise Quick Replies: Managed centrally by administrators in the knowledge base, visible to all agents

I. Enterprise Quick Reply Configuration

Enterprise quick replies are stored in the knowledge base and must be configured by administrators. Follow this workflow:

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Quick Reply Configuration Workflow

Step 1: Create a dedicated knowledge category for quick replies
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Create Knowledge Category

Step 2: Establish a knowledge base scenario and link it to the category
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Scenario Setup

Step 3: Bind the quick reply settings to the knowledge base scenario. Note: Available channels are automatically generated based on configured access points (e.g., web and email channels will create corresponding tabs).

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II. Personal Quick Reply Configuration

Agents can create personal quick replies in the service console, with category management support.

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Personal Quick Reply Creation Entry

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Create Personal Quick Reply Category

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Create Personal Quick Reply