Type / in the Text message box to open the quick actions menu and run common chat actions, such as attaching a file, inserting a canned response, refining your text, or transferring a chat. The picker shows only the actions that apply to your current chat, and you can search it as you type.
What are the quick actions?
Quick actions is a menu in the Text message box that lists the actions you can run in a chat, such as attaching a file, inserting a canned response, or transferring the chat. It allows you to find and use any of them with a few keystrokes, without leaving the message box.
Instead of looking for icons around the message box, you can open a single searchable list. It also helps you discover actions you may not have used yet.
How do you open and use quick actions?
Open a chat and click the message box.
Type / to open the quick actions menu.
Select the action with your mouse or your keyboard.
You can also type a few letters of the action you need, for example, refine or emoji, to filter the list. The closest matches appear first.
If the action opens a second list or a window, follow the prompt to finish.
Which actions are available in quick actions?
The picker lists chat actions that directly affect the message you're writing or the conversation feed. Some actions run immediately, some open a second list, and one opens a window.
Add form — Opens a second list where you choose a predefined or custom form to send to the customer.
Attach file — Allows you to add a file.
Emoji — Opens the emoji picker.
Canned response — Opens your saved replies so you can insert one into the message.
Refine text — Opens a second list of options to improve your message.
Reply suggestions — Suggests a reply based on the conversation.
Summarize chat — Creates a summary of the conversation so far.
Transfer chat and create a ticket from chat — Transfer chat opens a window where you hand the chat over to someone else. Create a ticket from chat creates a ticket from the current chat.
Why don’t I see all quick actions?
The menu lists only the actions that make sense for the chat you have open. Summarize chat appears once the customer has sent at least one message. Reply suggestions appear when a knowledge source has been added, and the customer has responded.
Good to know
When the message box is empty, its placeholder text mentions the quick actions, so you can spot the shortcut right away.
The picker covers actions that affect your message or the conversation feed. Other tools stay where they are in the chat.
You can use the actions entirely from the keyboard by searching for an action instead of scrolling.
Frequently asked questions
Yes. After you type /, start typing the name of an action to filter the list, then select it using only your keyboard. You can also click any action with your mouse, so use whichever method is faster for you in the moment.
Both help you work faster, but they do different things. Type / to open the quick actions menu and browse every available chat action. Type # followed by a shortcut, such as #refund, to insert a specific canned response directly, without opening the menu first.
Yes. Refine text is available in quick actions even when the message box is empty, so you can open it before you start writing. The existing Refine options still work on text you have already typed, as described in the Refine article.
What's next?
Now that you know how to run chat actions from the message box, explore other ways to keep conversations organized and automated:
Chat tags and notes — Label and annotate chats so your team can find them and follow up later.
Skills — Automate repetitive tasks across chats and tickets without any coding.
Text's Copilot — Get guidance and answers from the built-in AI assistant while you work.