Reply Templates

Ready-made reply templates simplify working with chats and emails.

Administrators can define that you have reply templates available when you handle conversations. The template can be a simple signature, or it may provide a ready-written message. For web chats you can also use interactive content such as buttons and forms.

Templates may include variables, such as customer name or case ID that are filled automatically. If this information is not available, the variable field is shown as empty. You need to enter the information manually.

Using Automatically Selected Templates

Incoming Chats
  1. Accept an offered chat conversation.

    The chat opens and the template administrators have defined for the queue is added.

  2. Check the text and if necessary edit it.
  3. Click Send.
    Note: Depending on your configuration, the first chat response may be sent automatically. This means that when an offered conversation is accepted either by you or by the system if auto-answering is used, the defined template for the queue is automatically sent. This applies only to the first response.
Outgoing Emails, SMS and WhatsApp Messages

You may also have reply templates available when you create an outgoing email, SMS and WhatsApp message if adminisrators have defined them for the queue. For more information, see Create and Send New Emails and Send SMS and WhatsApp Messages.

Choosing Templates Manually

  1. Choose the (Reply Template) button in the side panel.

    The list of templates connected to the queue appears. For new outbound conversations, it is the list of templates available in your language. If needed, you can search further:

    1. By default, the template search provides results in the language you are using, or if you are answering in an incoming conversation in the language of that conversation. If you need a template in another language, choose the language from the drop-down list.
    2. Enter a keyword and choose the Search button.

  2. Select the template from the list.

  3. To check the template content before choosing it, use the (Preview) button.

    Note the following:

    • If you already have entered text to a message, and then select a template, its content is placed where your cursor is. If the template has the button , clicking it inserts the selected template and sends your reply with the template to the customer immediately.
    • Clicking the button adds the template to your message and you can edit it. To send your message, you must click Send.
    • WhatsApp templates cannot be edited but you can preview them before sending. Clicking the template adds it to your chat and sends it immediately. If you have entered text into the chat input field and select a template, the template is sent without the text you had entered so you must send it separately.
  4. Check the message draft, and edit when needed.