Send an approved reply to the person who sent the incoming message.
Send approved answers to repeat questions and flag chats needing a person.
Your routine chats get the replies you chose, and chats needing a personal answer appear together in your inbox view.
Reply to customer DMs from the answer guide and flag cases needing help.
Get quick replies to routine business DMs, while questions your answer guide can't cover reach the account owner in team chat.
Send approved answers to common texts and hand off unanswered questions.
Your customers get a text reply from the wording you choose when it fits, while your team sees questions that need a person.