Atendimento, Automacoes, Canvas

Creating Quick Reply and Triage Flows

01/06/2026 •

Overview

Many times, customers do not know what to ask. With Quick Replies, you take control of the conversation and offer ready-made options for them to click. This greatly increases support speed and conversion rate.

Video tutorial

Before you start

  • Have an automation created or open in the InfluenciMax Canvas.
  • Define which specific word or trigger will start the automated support flow.
  • List the options the customer will be able to choose through buttons, such as product, support, catalog, or purchase link.

Step by step

How does it work in practice?

  1. The Trigger: Everything starts when someone sends you a specific word. From there, the system takes action.
Canvas screen with the initial flow trigger configuration
Define the word or condition that starts the quick reply flow in the Canvas.
  1. Easy Clicking: Instead of asking the customer to type, you give them button options. They are much more likely to continue in your funnel if they only need to click a button.
Canvas screen with quick replies organized as buttons
Configure reply buttons so the customer can move through the support flow without typing new messages.
  1. Error Protection: If the customer tries to bypass the bot by typing something else, you can leave an error message ready asking them to click one of the options. This keeps the person on the path you designed.
Triage flow with paths connected from quick replies
Use clear connections to keep each user choice inside the correct flow path.
  1. Personalized Support: Even though it is an automation, the system uses the person's name through the {nome} variable. This removes the feeling of "talking to a machine" and creates connection.
Flow with personalized message using the name variable
Add the {nome} variable to messages to make automated support feel closer and more personal.
Message editor with personalization variable in the triage flow
In the message editor, review the text, variable, and settings before saving the block.

If something does not work

  • The user types instead of clicking: configure an error message guiding the person to choose one of the available options.
  • A button does not lead to the correct destination: review the Canvas connections to make sure each quick reply is linked to the correct next block.
  • The personalization does not appear: check whether the {nome} variable was written correctly and whether the system has the required data to fill in the user's name.
  • The flow becomes confusing: reduce the number of options per step and organize paths by goal, such as purchase, support, or catalog.

Expected result

Triage means saving time. If you have several products or services, buttons help the customer self-serve and reach the purchase link or support path without you having to type a single word.