Templates

Templates let your team prepare and save the replies they use most often. While answering a conversation, you can pick a template, adapt it to the customer and send it.

What Is a Template?

A template consists of a title, content and an optional shortcut. It can be organized with categories. For example, in a template titled "Return process" you can prepare the basic steps to share with the customer.

A template is not training information

Templates are for agents to use ready-made replies. To add information to the assistant's automatic answers, use the AI Training section. Creating a template does not by itself turn its content into the assistant's training knowledge.

Creating a Template

Open the Templates section

Open the Templates section in the panel.

Start a new template

Create a new template or pick a suitable ready-made example.

Enter the title and text

Give the template an easily recognizable title and write the reply text.

Shortcut and category

If you wish, set the shortcut name and category.

Add variables and save

Add the variables you will use; review the text and save.

Adjust the working hours, contact details and process descriptions in the ready-made examples to match your business.

Variables

Variables insert the relevant information into the text when the template is used. The edit screen offers options related to customer, company, date and conversation information. Examples:

{{customer_name}}: The customer's name.
{{company_name}}: The company name.
{{company_email}}: The company email address.
{{date}}: The date.
{{platform}}: The channel the conversation came from.

Add variables by selecting them from the on-screen list. For a variable to be filled correctly, the relevant information must be available.

Editing Company Variables

From the Variables area in the Templates section you can check values such as company name, phone and email. Profile information can be used for fields left blank. In particular, verify that the phone number and email address sent to the customer are correct.

Using a Template in a Conversation

Open the conversation

Open the relevant conversation in the Messages section.

Pick the template

Choose the reply you want from the template menu.

Check the variables

When the text reaches the message compose area, check the customer name, dates, contact details and other variables.

Edit and send

Make the necessary changes and send the message.

Selecting a template does not send the message directly

Use this step to adapt the content to the customer. In particular, if information such as a ticket number or agent name is missing, complete the missing text or remove the relevant phrase.

Categories and Updates

Categories such as greeting, shipping, returns and support make it easier to find the reply you are looking for. When business conditions change, update the relevant templates too. If the same information exists in your training records, make sure it does not conflict with the version there.