Message Builder
Create quick messages and reusable message content for faster agent replies
Reading time: 2 minutes
Message Builder
Message Builder helps your team prepare reusable quick messages and message content so agents reply faster and more consistently.
Message Builder overview
/docs/en/workspace/messaging/message-builder-overview.png
What you can do
- Create and organize quick messages
- Build message content used by agents in the inbox
- Edit or remove outdated quick replies
- Keep response quality consistent across the team
Create a quick message
- Open Message Builder / quick messages from your workspace menu (or Apps Center if launched from there)
- Click Create
- Enter a clear title your agents will recognize
- Write the message body (and media if supported)
- Save
Use short, searchable titles (for example “Shipping delay apology”) so agents can find the right reply quickly.
Create quick message
/docs/en/workspace/messaging/message-builder-create.png
Use quick messages while chatting
- Open a conversation in Unified Chat or Classic Chat
- Open the quick message / message picker in the composer (when enabled)
- Select the prepared message
- Review, personalize if needed, then send
Tips
- Review quick messages regularly so content stays accurate
- Prefer Message Builder for informal / care-window replies; use Templates when WhatsApp template rules apply
- Keep one owner responsible for updating shared content