Templates

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Create reusable message templates and ticket structures to speed up common responses. Access templates from Settings → Platform → Templates card.

Overview

The Templates page shows key stats:

Metric Description
Total Templates Number of templates created
Total Usage Times templates have been used
Avg Usage Average usage per template
Most Used Name of your most popular template

Template Types

Quick Replies

Pre-written messages for common responses in conversations.

Ticket Templates

Pre-configured ticket structures for standard issue types.

Quick Replies

Creating a Quick Reply

  1. Click New Template
  2. Fill in the dialog:
    • Template Name: e.g., "Welcome Greeting"
    • Category: Greeting, Closing, Order, Shipping, Returns, Common Issues, Other
    • Shortcut (optional): e.g., /greeting
    • Message Content: The actual message text
  3. Click Create Template

Using Variables

Insert dynamic content with variables:

Variable Inserts
{customer_name} Customer’s name
{order_id} Related order ID

Example:

Hi {customer_name}! I see you're asking about order #{order_id}. Let me look that up for you.

yaml
Copy code

Using Shortcuts

Type your shortcut (for example, /greeting) in the message composer to quickly insert the template content.

Managing Quick Replies

For each template card:

Action Icon Description
Copy Copy icon Copy content to clipboard
Delete Trash icon Remove template permanently

Ticket Templates

Creating a Ticket Template

  1. Switch to the Ticket Templates tab
  2. Click Create Template
  3. Fill in the form:
    • Template Name: e.g., "Refund Request"
    • Description: Brief description of when to use
    • Title Template: Default ticket title
    • Description Template: Default ticket description
    • Category: general, billing, technical, etc.
    • Priority: low, normal, high, urgent
    • Due Date Offset: Hours until due (e.g., 48)
    • Tags: Labels to apply automatically
  4. Click Create

Using Ticket Templates

When creating a new ticket, select a template to pre-fill:

  • Title
  • Description
  • Category
  • Priority
  • Due date
  • Tags

Managing Ticket Templates

  • View all templates in the grid
  • Delete templates with the trash icon
  • Templates show usage stats

Best Practices

  1. Name clearly: Use descriptive names that indicate when to use each template
  2. Keep updated: Review and update templates regularly
  3. Use shortcuts: Assign memorable shortcuts to frequently used templates
  4. Organize by category: Group related templates for easy discovery
  5. Track usage: Check stats to identify your most effective templates