Quick Reply folder structure and organization

Business problem

Managing a large volume of Quick Replies across multiple languages and specific agent needs is a manual and inefficient process. Without a logical organization system, users must rely on naming conventions like abbreviations, which makes it difficult to locate and maintain the correct responses.

Wished result

The ability to organize Quick Replies using a folder structure or a label-based filtering system to ensure a structured and easily searchable overview of pre-defined responses.