Reasoning: Incorporating variables such as the customer's first name, details of their last order, and tracking links into quick replies allows for more personalized and relevant interactions. This functionality can significantly reduce response time and increase customer satisfaction by providing tailored information instantly without manual input from customer service agents.

Current System: Currently, quick replies in Spur's chat interface are static and do not allow for personalization beyond predetermined text. This limits the ability of brands to engage effectively with customers by using details specific to their purchasing history or personal information, which could otherwise make communications more relevant and engaging.

Suggested Improvement: Implement the ability to use dynamic variables in quick replies. Variables such as {FirstName}, {LastOrderDetails}, and {TrackingLink} should be automatically populated based on the customer's profile and recent interactions. This feature should allow for easy setup within the Chat Automation Builder, where these variables can be inserted into quick reply templates.

For example, a quick reply could be configured as "Hello {FirstName}, your last order ({LastOrderDetails}) is on its way! Track it here: {TrackingLink}."