The following is a professionally localized English version of the provided product manual content, formatted in Markdown and adapted for B2B SaaS/CRM readers.

The quick-reply example page is shown below: picture coming soon: Quick-reply example page

Quick replies are available at two levels: Organization-level quick replies and Personal quick replies. Personal quick replies: maintained by an individual service agent in the agent workspace; entries are visible only to the agent who created them. Organization-level quick replies: maintained centrally by the customer service administrator in the Knowledge Base; entries are visible to all agents.

1. Maintaining Organization-level Quick Replies

Organization-level quick replies are stored in the Knowledge Base and must be prepared by an administrator in advance. The process is as follows:

Quick-reply data maintenance flow picture coming soon: step1: We recommend creating a Knowledge Category and storing all quick-reply entries under that category.

picture coming soon: Create a Knowledge Category

step2: Create a Knowledge Base Scene (scenario) and bind it to the Knowledge Category created in step 1.

picture coming soon: Scene configuration

step3: Under Quick Reply Settings, bind the Knowledge Base Scene created for quick replies. Note: Applicable channels for quick replies are generated automatically based on the channels you configured for customer access. For example, if you enabled only Web and Email channels, the system will automatically create Web and Email tabs; you only need to bind the appropriate Knowledge Base data.

picture coming soon: picture coming soon: picture coming soon:

2. Maintaining Personal Quick Replies

Agents can add personal quick replies within the Agent Workspace and can organize them by category.

picture coming soon: Personal quick-reply creation entry

picture coming soon: Create personal quick-reply category

picture coming soon: Create personal quick reply