Short answer: group your quick replies by the stage of the sale (first reply, prices and MOQ, samples, lead time and shipping, payment, after-sales), write each one so it can be sent as-is, and fill in your real figures when you save it, not while the customer waits. Keep a version in each language your buyers use, or save one version and let translation handle the rest.
Why quick replies matter in export sales
Read back through a week of buyer chats and the same questions keep coming: do you have it in stock, what's the price for 500, can I get a sample, how long does it take, how do I pay, can you ship to my country. Typing a careful answer each time is slow, and five salespeople will give five slightly different answers.
Quick replies fix both. The answer is written once, checked once, and then sent with a click, so the buyer gets a complete reply in seconds and every rep quotes the same terms.
Six groups that cover most chats
Grouping by stage works better than grouping by product, because the questions repeat across products. Inside each group, keep two to five replies; past that, people stop scrolling and start typing again.
Templates you can adapt
Replace everything in [brackets] when you save the reply. A quick reply is sent exactly as written, so a forgotten bracket ends up in front of the customer.
1. First reply
| EN | Hi, thanks for contacting [Company]! Which product are you interested in, and roughly what quantity do you need? |
|---|---|
| BM | Hai, terima kasih kerana menghubungi [Syarikat]! Produk mana yang anda minati, dan lebih kurang berapa kuantiti yang diperlukan? |
| 中文 | 您好，感谢联系[公司名]！请问您对哪款产品感兴趣，大概需要多少数量？ |
2. Prices and minimum order
| EN | Our current price list is attached. Prices are in [USD] per piece and valid until [date]. The minimum order is [100] pieces per model. |
|---|---|
| BM | Senarai harga terkini kami dilampirkan. Harga dalam [USD] seunit dan sah sehingga [tarikh]. Kuantiti minimum ialah [100] unit bagi setiap model. |
| 中文 | 附件是我们最新的价格表，价格以[美元]/件计，有效期至[日期]。每个型号起订量为[100]件。 |
Attach the price list file to this reply so it goes out with the text.
3. Samples
| EN | Yes, we can send samples. The sample fee is [amount], refunded when you place an order of [quantity] or more. Shipping is paid by the buyer. |
|---|---|
| 中文 | 可以寄样品。样品费[金额]，下单满[数量]件后退还；运费由买方承担。 |
4. Lead time and shipping
| EN | Production takes [15–20] working days after payment. We usually quote [FOB Shenzhen]; CIF to your port is available on request. Tell us your destination and we'll quote shipping. |
|---|---|
| BM | Pengeluaran mengambil masa [15–20] hari bekerja selepas bayaran. Kami biasanya memberi harga [FOB Shenzhen]; CIF ke pelabuhan anda boleh disediakan. Beritahu kami destinasi anda untuk sebut harga penghantaran. |
| 中文 | 付款后[15–20]个工作日完成生产。我们一般报[FOB 深圳]价，也可以报 CIF 到您的港口。请告诉我们目的地，我们为您报运费。 |
FOB, CIF and EXW are Incoterms rules published by the International Chamber of Commerce. Name the version (for example "FOB Shenzhen, Incoterms 2020") in formal quotations so both sides read the same responsibilities.
5. Payment
| EN | We accept [bank transfer (T/T)]. Terms are [30%] deposit to start production and the balance before shipment. We'll send a proforma invoice with our bank details. |
|---|---|
| 中文 | 我们接受[电汇（T/T）]。付款方式为[30%]定金开始生产，余款发货前付清。我们会发送附有银行资料的形式发票。 |
Never put bank account numbers in a quick reply. Send them on the proforma invoice, so a changed account can't sit in an old reply.
6. After-sales
| EN | Sorry to hear that. Could you send a photo or short video of the problem and your order number? We'll check and reply within [one working day]. |
|---|---|
| BM | Maaf atas masalah ini. Boleh hantar gambar atau video pendek masalah tersebut bersama nombor pesanan anda? Kami akan semak dan balas dalam [satu hari bekerja]. |
| 中文 | 很抱歉给您带来不便。麻烦发一下问题的照片或短视频，以及订单号，我们会在[一个工作日]内核实并回复。 |
How to write replies that hold up
- Make each reply complete. It should make sense on its own, without the customer scrolling up.
- Say the number and the unit. "[100] pieces per model" beats "small MOQ".
- Date anything that changes. Prices, lead times and stock go out of date; a "valid until" line protects you.
- End with a question where it fits ("Tell us your destination…"), so the chat keeps moving.
- Review them monthly. Delete replies nobody uses, and fix the ones reps keep editing after sending.
Setting up quick replies in BlackCat SCRM
In BlackCat SCRM, open Quick settings on the right of any WhatsApp, Telegram, LINE or Messenger account:
- Personal replies belong to the current account; shared replies are available to every account, which suits company-wide answers like payment terms.
- Organise replies into groups, and attach photos, videos or files (a price list, a catalogue) to any reply.
- Choose the send mode: send directly, or translate the text first so one saved version reaches buyers in their own language.
- Click a reply to send it to the open chat. Check that the right customer is open first.
Quick replies don't fill in a customer's name for you. For messages that need a name, write them in the chat, or use bulk messaging templates, which do support a name variable.
Sources
- International Chamber of Commerce, Incoterms rules.
- BlackCat SCRM user guide: quick replies (personal and shared replies, groups, attachments, send mode).
FAQ
Should I save quick replies in every language?
For your most important replies, yes: a version checked by a native speaker reads best. For the rest, save one version and use the "translate first" send mode.
Can quick replies include files?
Yes. In BlackCat a quick reply can carry photos, videos or other files, and the text can even be left empty to send only the attachment.
Can every salesperson use the same replies?
Shared quick replies are available to every account in the app, so every account quotes the same terms.
Do quick replies work on Zalo, TikTok or X?
Not yet. Quick replies work on WhatsApp, Telegram, LINE and Messenger accounts.
