--- title: "Quick Replies for Webchat" slug: "quick-replies-for-webchat-1" updated: 2026-05-17T17:39:09Z published: 2026-05-21T21:25:58Z canonical: "help.8x8.com/quick-replies-for-webchat-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Quick Replies for Webchat ## Overview Quick replies are buttons that a customer can click on to help guide them through a webchat journey. With this feature you can send these buttons from 8x8 scripting. - If you are currently not using ICA, you can only collect information on webchat via the pre-chat form. - If you aren’t ready for the ICA, you can now collect information on why your customers are contacting you. ![clipboard_e05fc8011ac038e02f6dc481443964f68.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15391?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ## Applies To - Contact Center - Web Chat - Quick Replies ## What are we releasing? - From the webchat script, you can now forward a query to the social script - This then allows you to to use all of the features that are available in the social script - The query is then routed to the queue from the social script ![clipboard_e6f2002d386fad8376ef25c3a2b8189f9.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15384?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ## Extra features this brings to webchat #### Script: Send Prompt - Send prompt allows you so to send multiple messages to your customer - These can be sent at any time before forwarding to a queue ![clipboard_e63c4105663e39b030d91347a44bed3f8.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15393?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ![clipboard_e5b89625051512e5c42c7c05f38d29af9.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15392?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Script: Question Single Answer - Single answer questions will send quick replies - Customers can also type their response - After a quick reply is selected, routing can be performed on it - Multiple quick replies can be next together ![clipboard_e4ec9fd8e677f45a40ea7a7cba4353608.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15395?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ![clipboard_e6806dfc2b383b2d15bc5eb36ebec4503.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15396?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Script: Question Yes/No - Yes/No responses will end quick replies - Customers can also type their response - Routing can be performed on the response - Multiple yes/no answers can be linked together ![clipboard_e8fdd18f6f3448836be77e1962f0915da.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15394?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ![clipboard_e0e673e6636342439bb9a98e0ab57ff2e.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15386?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Script: Question Open Ended - Collect verbatim responses before routing to an agent - Multiple responses can be collected in the chat - This will be displayed to an agent - Routing not possible on open ended questions ![clipboard_e5077e8dd0533caf45b292c4463eb9f36.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15385?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ![clipboard_e86155c0cade39f5ceb10477bc2d0a4c6.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15383?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Script: Get Customer Information - Collect information from the customer, such as their email address, which will trigger a screen pop in the Native CRM - Search other items in Native CRM ![clipboard_e29966d430fd54b08a101adb43d79c21f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15389?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Script: Forward to Queue - Forward to Queue has timeout to leave queue when time parameter met - Forward to Queue has test for queue conditions ![clipboard_e8cd5d6e106e8e286e251feac6564d1e6.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15387?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) #### Prerequisite: Web Window Needs Keep Session Flag - The **keep session alive** option must be set on the web window - This also means that a customer can navigate to different pages on a website - The time frame is how long the customers chat will stay alive if they: - Close the browse/webpage - Have internet connection issues - Something else ![QuickChat.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15390?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D) ## Limitations - Typing size of question/prompt boxes is not increased with this release - Single question needs to be an exact match when typed ## Linking with Speech Analytics #### Create quick replies as topics in speech analytics - Create the topics inside speech analytics - Allows customers to monitor which their most popular quick replies are - Information can then to be used to see what areas to invest in for ICA projects ![clipboard_e39ba9cd77e4ead46d2a3f23905c88f47.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/15388?sv=2026-02-06&spr=https&st=2026-11-03T22%3A57%3A04Z&se=2026-11-03T23%3A57%3A04Z&sr=c&sp=r&sig=LbHXOMza0p%2FEKC7y3PgPqstFqw%2BOY5itbnBparWubcg%3D)