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Templates

Save canned responses your team can insert while replying.

Overview

Quick-reply templates are saved messages — greetings, common answers, closing lines — that agents drop into a reply in one click instead of retyping. The Admin (or an agent with the Manage templates permission) creates and edits them; any agent can insert them.

Create a template

  1. Open Templates. In the top navigation, click Templates. Templates page with the list

  2. Add one. Click + Add Template, then fill in:

  3. Title — a short name you'll recognise in the list (e.g. Greeting).
  4. Message body — the text that gets inserted.

Click Save Template. Add Template form

Edit or delete a template

On the Templates page, each row has Edit and Delete. Click Edit, change the title or body, and click Update Template. Deleting a template only removes the saved snippet — it doesn't affect messages already sent.

Note: Creating, editing, and deleting templates needs the Manage templates permission (the Admin always has it). Agents without it can still insert templates while replying.

Insert a template while replying

In an open conversation, open the templates list from the reply area and choose one — its text drops straight into the Reply to customer… box, where you can tweak it before sending.

Next steps