Answer the queue without opening every thread

Quick chat is for the backlog, not for browsing. It lines up people whose last text to you has not been answered, in conversations you own or that are assigned to you, newest first. Opt-outs and DNC contacts are left out. Answer one and the next card is already open.

The switch is the Messages title at the top of the inbox. Hover it and it flips to Quick chat. Click it, or press Q when you are not typing. Esc, or clicking the title again, goes back. The amber number is how many people are waiting.

The card is the thread you need

Each card shows the name, tags, number, how long they have been waiting, and the latest messages, newest at the bottom. Open in inbox is there if you need the whole history. A progress count tells you where you are in the line.

The reply box is focused, with a draft already started. On a wide screen the draft can finish your sentence in gray as you type. Tab accepts it. Quick replies you use most often sit on the card. Option-1 through Option-3 on a Mac, or Alt+1 through Alt+3 on Windows, drop one into the box. Type / to search saved quick replies and templates. Names such as first name are filled in. Enter is Send & next. Shift+Enter is a new line. A reply sends the moment you press Enter. You cannot unsend it.

Not every text needs a reply

Skip (Command-E, or Ctrl+E) marks the conversation replied and sends nothing. That is the right key for "thanks". Archive moves it to Archived. DNC asks you to press the shortcut twice. Undo brings back the last skip, archive, snooze, or DNC. It does not bring back a text you sent.

Snooze hides the person until a time you pick: one hour, three hours, tomorrow morning, next week, or a time of your own. If they text again before then, they come back immediately. Later moves them to the end of the line so the easy replies go out first.

Blocked words turn red as you type, and Send & next stays off until you rewrite them. The same lists apply as in the rest of Statxt.

Agents are optional

Give to agent only shows when the workspace has agents. From AI, Quick chat, you pick an agent and how long each reply waits before it sends: 5 seconds, 10 seconds, or your own delay. Tiles move from reading to writing to sent, and you can cancel one until it goes out. Anything the agent will not answer comes back to your Quick chat with its draft in the box. Teach saves your edited answer to that agent's knowledge. Drafts of your own voice learn from texts you type yourself. A draft you send unchanged does not count, and neither do the agent's replies.

When the line is empty, All caught up lists what you got through.

The click-by-click version lives in the Quick Chat guide.