Respond to a case using an email quick message

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use predefined quick email messages to quickly draft replies to customers. Agents can select predefined quick messages to add content into the message body of emails.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    Business managers and admins can set up email quick messages and predefine the content for replying to cases. For example, you can predefine personal greetings, disclaimers, different types of additional information, and signatures.

    You can incorporate icons, business logos, pictures, HTML layout, and rich text format. You can also configure quick messages so that only a certain user or a group can view them.

    For more information, see the following topics:

    Procedure

    1. Open a customer service case.
    2. Select the More Actions icon (More options icon.) and then select Email.
    3. Select the Quick Messages drop-down menu in the Compose Email header and select a predefined message.
      The content of the quick message is inserted in the message body at the cursor location.
    4. Optional: Select additional quick messages.
    5. Select Send.