Quick reply categorization and folders

Business problem

Currently, all quick replies are displayed in a single, unstructured list. As the number of canned responses grows, agents find it increasingly difficult and time-consuming to locate the specific reply they need for different scenarios.

Wished result

The ability to organize quick replies into custom categories or folders (e.g., "Complaints" or "Address Issues"). This would allow agents to navigate a grouped hierarchy rather than scrolling through a long list, significantly improving response efficiency.