10 October 2026

Quick replies with "/"

New. Quick replies are saved answers with a short command name, either for the whole team or personal. They work in every chat: WASync Chat and the WhatsApp tab in the CRM.

Type / at the start of the message box or after a space, and a picker opens with every reply already filled in for the open customer. Keep typing to filter (/cuo), choose with ↑ and ↓, and press Enter or Tab to insert — a reply is never sent by itself, so you can edit it first. Esc closes the picker. The ⚡ button next to the box does the same for mouse and phone users, and a pencil in the picker edits a reply in place.

Variables are filled in on the server when the reply is inserted:

• {{greeting}} — Good morning, Good afternoon or Good evening in the customer's language and at the customer's local time, both taken from the country of their phone number (UTC when the country is unknown).
• {{contact.first_name}}, {{contact.name}} — the customer.
• {{me.first_name}}, {{me.name}} — the person sending.
• {{record.title}}, {{record.stage}}, {{record.responsible}} — the lead or deal linked to the conversation.
• {{crm.FIELD}} — any CRM field of that lead or deal, for example {{crm.OPPORTUNITY}}.

A reply can carry versions in other languages, and the picker chooses the version that matches the country of the customer's phone number.

Save from the conversation. "⋯ → Save as quick reply" on any message you sent turns it into a quick reply, with the customer's name, the greeting and the record title replaced by variables automatically.

Improve as you go. Insert a reply, change it and send it, and WASync asks "Update «/x» with this version?", so the saved text keeps up with how you actually write.

The Quick replies page (⚡ in the app menu, for administrators and anyone with write access to Settings) lists Team and Mine replies, with add, edit and delete, language versions, how often and when each was last used, and "promote to team" for a personal reply. Everything is available in all 20 languages.

Quick replies are not the canned responses of Bitrix24 Open Lines, which live in the Contact Center and do not fill in CRM data. AI suggestions for replies are not part of this release.

Learning quick replies inside the product

New. Getting started needs no tutorial:

• Hover card on ⚡ — "Type / in the box or click here. Enter inserts, then edit before sending", with an example. The empty message box reads "Write a message… (/ for quick replies)".
• Empty states that teach — an empty picker shows the two ways to get a first reply (⋯ → Save as quick reply, or "Create one now"). Typing /xyz with no match offers "Create «/xyz»" and inserts the new reply right after it is saved. A key legend sits in the picker footer (hidden on touch screens).
• Quick replies page — a two-line introduction and a three-step "How it works" (Create → Use → Improve) with "?" explanations.
• Starter kit — while the list is empty, "Add these 4" offers four suggested replies with variables: a greeting, a thank-you, a follow-up and a request for details.
• Live preview — the reply form shows the text with sample values as you type.
• Placeholder chips — when a reply contains hand-typed placeholders such as "[nombre]", "[asesor]" or "[saludo]", a chip offers the matching variable in one click.
• One-time tip — after the third hand-typed message in a session, a tip above the box suggests saving it ("Save this one?" / "Got it"); once dismissed, it does not come back for that person.
• Checklist — the Getting started checklist on Connections gains "Create your first quick reply".

"Each number creates its own lead": no duplicate for existing records

Fix. With the option on, a customer whose open lead had been created by Bitrix24's Open Channel, or before the option was switched on, got a second lead on their next message, assigned to the fixed person. Now, when a contact has only ever written to one of the workspace's numbers and their open lead or deal was created after their first message there, that record counts and nothing new is created. A record older than the first message, such as a deal from another channel, still gets its own new lead, as designed.