Quick replies and tags
Saving reusable reply snippets and organizing conversations with colored tags.
Two small tools make your inbox much faster. Quick replies are saved snippets you drop into the composer to answer common questions in one click. Tags are colored labels you stick on conversations so you can sort and filter them at a glance. Both live in your Messages area and are shared across your whole team.
Where to manage them
Both quick replies and tags are managed in one place: the Inbox settings dialog. Open it from the settings icon at the top of your conversation list (it is labelled "Manage tags & quick replies"). The dialog has two tabs: Tags and Quick replies.
Shared across your team
Quick replies and tags belong to your whole organization, not to one person. When anyone on your team adds, edits, or removes one, everyone sees the change.
Quick replies
A quick reply is a canned message you save once and reuse forever. Think pickup address, deposit terms, opening hours, or a friendly "we will get back to you shortly". Each one has a label (a short name so you can find it) and a body (the actual text that gets sent).
Create a quick reply
Open Inbox settings
Click the settings icon above your conversation list, then open the Quick replies tab.
Add a label
Give the snippet a short, clear name like "Pickup address". The label is just for you to find it later. It can be up to 60 characters.
Write the body
Type the message you want to insert. This is the text that goes into the composer. It can be up to 4,096 characters, so even long policies fit.
Save the snippet
Click Save snippet. It is ready to use right away in any conversation.
Use a quick reply in a chat
Open any conversation and look at the message composer. Click the lightning icon to open the quick replies popover. Search by label or by text, then click a snippet to drop it in.
| Field | Description |
|---|---|
| Empty composerReplace | Clicking a snippet fills the composer with its full text. |
| Composer already has textAppend | The snippet is added on a new line below what you have typed, so you can chain several together. |
Inserting a snippet does not send it. The text lands in the composer so you can edit, personalize, or add to it before you hit send. That keeps every reply feeling human.
Personalize before sending
Quick replies are starting points, not autopilot. Add the customer's name, a date, or a price before you send so the message never feels like a robot wrote it.
Edit or delete a quick reply
In the Quick replies tab, each snippet has an edit (pencil) and a delete (trash) button. Edit to change the label or body. Delete to remove it for good. Deleting a snippet does not touch any messages you have already sent.
Tags
A tag is a colored label you attach to a conversation to organize your inbox. Use them for status (follow-up, waiting on deposit), priority (VIP), or type (complaint, booking). Each tag has a label and a color.
Create a tag
Open the Tags tab
In Inbox settings, open the Tags tab.
Name the tag
Type a label such as "VIP", "Complaint", or "Booking". Labels can be up to 40 characters. Each tag name must be unique, so you cannot create two tags with the same name.
Pick a color
Choose one of the color swatches. The color helps you spot the tag instantly in your list. If you do not pick one, MAZZA uses the default brand color.
Add it
Click Add. The tag is now available to use across every conversation.
Tag a conversation and filter by it
Once a tag exists, you can attach it to any conversation. Tagged conversations show their colored chips in the list, so a busy inbox becomes easy to scan.
To find tagged chats, use the Filter by tag dropdown above your conversation list. Pick one or more tags to narrow the list.
Filtering with several tags
When you select more than one tag, the filter shows only conversations that have all of the selected tags, not any of them. To see everything again, clear the filter.
Edit or delete a tag
In the Tags tab, edit a tag to rename it or change its color, and the update applies everywhere it is used. The delete button removes the tag.
Deleting a tag removes it everywhere
Deleting a tag also removes it from every conversation it was attached to. The conversations themselves are safe. Only the label is removed.
Quick replies vs tags
It is easy to mix these up, so here is the simple split.
| Quick replies | Tags | |
|---|---|---|
| What it is | Saved message text | A colored label |
| Where you use it | The message composer | On a conversation |
| What it does | Speeds up your replies | Organizes and filters your inbox |
| What you set | Label and body | Label and color |
These tags are for WhatsApp conversations
The tags here label WhatsApp conversations in your inbox. They are separate from the tags you use on leads and clients in the CRM. See Tags, bulk actions, and trash for those.
Last updated June 2026