Drive the conversation forward with Suggested Replies.
Make it easier than ever for your customers to respond. Suggested Replies (quick-reply buttons) are clickable options displayed at the bottom of the customer's chat window. With a single tap, the customer sends a predefined text response back to your system—no keyboard, no typos, and maximum conversion.
+80%
Increased response rate compared to free-text
Upp till 11
Number of possible response buttons in a view
0%
Misinterpreted inputs (typos)
1
Click to send reply
What are Suggested Replies (Quick Buttons)?
When you send a standard SMS, the customer has to open the keyboard, type a reply, and hit send. This creates friction and often results in the customer not replying at all. RCS Suggested Replies appear as sleek, rounded buttons (chips) right above the text input field in the customer's messaging app. When the customer taps a button, that text is immediately sent as a reply to your system.
Benefits for both the system and the customer
Eliminate typos
Since the response is pre-programmed (e.g., "Reschedule" or "Option B"), your system does not have to handle misspellings. You always receive the exact data your API or chatbot expects.
Perfect for AI & Chatbots
Quick-reply buttons guide the customer through the conversation tree. Instead of the AI having to interpret complex free-text input, the customer drives the flow forward using clear multiple-choice options.
Minimized effort for the customer
The customer doesn’t need to search for the right link or type long messages while on the go. A quick tap with their thumb is all it takes to confirm an appointment, approve an agreement, or answer a question.
Possible applications in your operations
Confirmations & Cancellations
Send a reminder for a hair or doctor's appointment with the buttons: 'I'll be there', 'Reschedule', and 'Cancel'.
Customer Satisfaction & Feedback (CSI)
Follow up on a support case by sending the buttons '1', '2', '3', '4', '5' to let the customer rate the experience in a second.
Routing in Customer Service
When a customer contacts you, the initial message can ask what the inquiry concerns. Button options: 'Invoice', 'Technical support', 'Delivery'. The selection routes the customer to the appropriate department.
How are replies handled for those without RCS?
If the recipient does not support RCS, our platform automatically converts the quick-reply buttons into a text-based multiple-choice SMS. For example, the message is formatted as "Reply 1 for Yes, 2 for No." When the customer replies with the number, the iP.1 platform translates it back into the correct command for your system, so there is no difference in how the interaction is handled.
Frequently asked questions about Suggested Replies
Suggested Replies send a text message as a response in the chat (e.g., "Yes, I approve"). Suggested Actions are buttons that trigger an action on the mobile device—such as opening a map, calling a number, or saving a calendar event—without sending a response in the chat.
You can display up to 11 Suggested Replies in the same view. They are typically presented in a horizontally scrollable list (chips) at the bottom of the screen so that they do not take up too much vertical space.
A response button supports up to 25 characters. However, we recommend keeping the text as short and concise as possible (e.g., "Book now" or "Support") for the best user experience on smaller screens.
When the user clicks a response button, the text is sent as a standard chat message from the user. To prevent double-clicking, the quick-response buttons are usually automatically hidden or disabled as soon as the selection is made.
Yes, via iP.1’s API, each button can be assigned a hidden ‘postback payload’. The user sees the user-friendly text (e.g., ‘Cancel meeting’), but upon clicking, a hidden system ID (e.g., ‘CANCEL_ID_994’) is sent back to your system for easier automated processing.