Response templates are pre-created messages to send to clients. They allow answering standard or frequently asked questions from clients and help reduce response preparation time. Agents can work with response templates in any status except Inactive using the Response templates tab in the agent’s profile.
When preparing a response, the agent can either add one or more response templates to the text in the message input field, or select and send response templates without additional text.
Response Template Types
| Type | Description |
| My response templates | The templates that the agent creates individually. |
| Directory | The templates created by the administrator. The agent can only use the templates that correspond to their department and skills. |
| Hints | The templates generated by an external chatbot. This function is configured by the system administrator. |
How to Use Response Templates
- Open the required thread and press
=in the message input field or click Use response templates
. - Select the required response template to add its text to the message input field.
The response name is not used.
- If necessary, change the response template and send it to the client.
How to Add a Response Template
- Open the agent’s profile and select the Response template tab or click Use response templates in any active thread.
- Open the My response templates tab and click New
. - If necessary, specify the response template name.
You can use the same names for different response templates. - Enter the response template text.
- If necessary, use an attachment by clicking File.
- If necessary, use the {} Client name} parameter.
If the client’s name was transmitted in the authorized channel of the web application or mobile application, then when selecting a response template, the transmitted name is automatically indicated in the parameter. If the client’s name wasn’t transmitted, the parameter displays an empty value.
- Specify a number to quickly select a response template.
By default, the last available number is specified. - Click Save.
The added response template is shown on the My response templates tab. Here you can see a list of all response templates, edit or delete them.
Actions with Response Templates
To quickly select a response template, press = and specify the response number in the message input field. The search results also show response templates, the text of which contains the specified number.
You can also find a response template by keyword. In this case, you can see templates the name or text of which contains the specified word. If necessary, you can create a new response template when searching.