Nuevo
Replywell
Rich messages with buttons and carousels for messaging tickets, checked for each channel.
Funciona con
Support
Desarrollador
Great Work LLC
About this app
Buttons, quick replies and carousels from the agent, not just the bot. Replywell gives agents a library of rich messages for Zendesk messaging: quick replies, buttons and links, image cards, carousels, lists, forms, files and location requests. Pick one in the sidebar, see exactly what the customer will get on their channel, and Replywell puts it into your reply with the ticket's details filled in. You still press Send, so nothing goes out behind your back. Your customer taps "Yes, all set" instead of typing "ya thx i think so".
Replywell is built by Great Work LLC. It is not made or endorsed by Zendesk. WhatsApp, Messenger, Instagram and the other channel names are trademarks of their owners.
A library your admins build once
- Eight message types: quick replies, buttons and links, image cards, carousels of up to 10 cards, lists, forms, files and location requests.
- Placeholders from the ticket and the customer (first name, order number, any ticket field) with a fallback for empty values.
- Templates by group: show the sales carousel to Sales and the refund card to Billing.
- Checked before saving. A template that would fail on send can't be saved.
- Starter templates to edit.
A preview for every channel, and a plan B
The sidebar knows where the customer is writing from (Web Widget, mobile apps, WhatsApp, Messenger, Instagram, SMS and more) and shows how each template looks there.
- Where a channel can't show the type, Replywell sends a tidy text version instead: numbered options, plain links, one line per card. Or write your own.
Logged on the ticket, every time
- When your message goes out, Replywell adds an internal note and tags for reporting.
- The customer's pick is tagged too (
replywell_choice_solved_no), so you can build views like "said it's not solved".
What it doesn't do
It works on messaging tickets only. Email and legacy chat tickets show the library read-only.
It doesn't send WhatsApp approved templates after the 24-hour window, and it doesn't send messages on its own or in bulk.
Carousels, lists, forms, files, location requests and webview buttons need a Conversations API key (Suite Professional, Enterprise or Enterprise Plus). Buttons, quick replies and image cards need no setup.
The customer's pick is tagged while the ticket is open in an agent's browser.
Plans (billed monthly by Zendesk)
- Team: $99 a month for accounts with up to 14 agents and admins.
- Scale: $7 per agent per month for accounts with 15 or more.
Every feature is in both. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Templates are stored in your own Zendesk account, as records of the "Replywell template" custom object created at install. Replywell reads the open ticket's channel, conversation, subject, brand, requester name and email, organization name and the ticket fields your templates use, only to fill placeholders, pick the channel preview and log what was sent. It writes internal notes and tags on the ticket. With a Conversations API key, it creates message templates in your own Conversations API app for carousels, lists, forms, files and location requests, and deletes the ones it made after a day. The key secret is a Zendesk secure setting: it never reaches the agent's browser, and Zendesk only sends it to the Conversations API (api.smooch.io, or api.eu-1.smooch.io for the EU region). Replywell has no Great Work server, keeps no copy of your data, has no export, sends nothing to Great Work, and uses no AI.
Support
Made by Great Work, a small software company. Questions go to hello@greatwork.company and a person replies within one business day. (We're the ones with the duck.)
Detalles de la aplicación
Cómo instalar
Install Replywell from the Zendesk Marketplace. Installing creates the "Replywell template" custom object, where your templates are kept. Zendesk asks for a card; the first 14 days are a trial.
Optional, for carousels, lists, forms, files and location requests (Suite Professional and above): in Admin Center > Apps and integrations > Conversations API, create an API key. Copy the app id, the key id and the secret into the Replywell settings. Pick the eu region if your account keeps messaging data in the EU. Buttons, quick replies and image cards work without a key.
Open Replywell in the left navigation bar. Click Test connection if you added a key, then Add starter templates (edit their links) or New template.
Choose which groups see each template, and whether agents may edit templates (off by default).
Open a messaging ticket. Pick a template in the Replywell sidebar, check the preview for the customer's channel, click Insert into reply, then press Send. Replywell adds an internal note and tags once it's sent.
Uninstalling removes the app. Your templates stay in the "Replywell template" custom object until an admin deletes the object in Admin Center > Objects and rules > Custom objects. Message templates Replywell made in your Conversations API app are named replywell_...; Clean up on the Replywell page removes those older than a day, and any left can be deleted with the Conversations API.
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Planes y precios
Team
Free 14-day trial, then $99.00 per month
$99 a month for accounts with up to 14 agents and admins. Every feature: buttons, cards, carousels, lists, forms and files in messaging replies, channel previews, placeholders and templates by group. Email support, reply within 1 business day.
Prueba gratuitaScale
Free 14-day trial, then $7.00 per agent, per month
$7 per agent per month, for accounts with 15 or more agents and admins. Every feature, as in Team. Email support, reply within 1 business day.
Prueba gratuita