Message Templates
Create reusable message snippets to speed up your customer communication and maintain consistency across conversations.
What Are Message Templates?
Message templates are pre-written message snippets that you can quickly insert into conversations. They're like building blocks that help you respond faster and maintain consistent messaging across your support team.
Key Benefits
Faster Responses
Insert complete message blocks with just a few clicks or keyboard shortcuts.
Consistency
Ensure your team uses consistent language and responses across all conversations.
Personalization
Combine templates with custom content for personalized customer interactions.
Creating Templates
Message templates are available to all agents by default. Each agent creates and manages their own templates - they are not shared between team members.
Adding a New Template
- Go to Settings → Message Templates
- Click "Add template"
- Enter a descriptive name for your template
- Write your message content
- Click Save
Managing Your Templates
- Edit templates by clicking the pencil icon
- Delete templates you no longer need
- Search through your templates using the search box
Using Templates in Conversations
Templates integrate seamlessly into your chat workflow. For detailed information about the Insert and Start buttons in the inbox, see our comprehensive guide.
How to Insert Templates
In any conversation, you can access templates in two ways:
- Click the Insert button in the message input area
- Press / on your keyboard
Template Behavior
When you select a template:
- If the message box is empty, the template replaces the content
- If you've already typed something, the template gets added to your existing text
- Your cursor automatically returns to the input field for editing
Best Practices
- Use clear names that describe what the template is for
- Keep templates focused on specific situations (welcome messages, troubleshooting, etc.)
- Templates are meant to be starting points - customize them for each customer
- Don't include sensitive information in templates
- Avoid making templates too long or complex
- Don't rely on templates as your only response type