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Working with Response Templates

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.

The following types of response templates are available:

TypeDescription
My response templatesThe templates that the agent creates individually.
DirectoryThe templates created by the administrator. The agent can only use the templates that correspond to their department and skills.
HintsThe templates generated by an external chatbot. This function is configured by the system administrator.

Using Response Templates

To use a response template, follow these steps:

  1. Open the required thread and press = in the message input field or click the Use response templates  button.
  2. Choose a required response template. After that, the response text is shown in the message input field. The response name is not used.
  3. If necessary, change the response template and send it to the client.

Adding Personal Response Templates

To add a personal response template, follow these steps:

  1. Open the agent’s profile and select the Response template tab. You can also click the Use response templates button in any active thread.
  2. On the My response templates tab, click New .
  3. Specify the response template name (optional). You can use the same names for different response templates.
  4. Enter the response template text.
  5. If necessary, use an attachment by clicking the Attach button.
  6. 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 (in a special field), 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. To enable this feature for chats received from unauthorized channels, contact technical support.
  7. Specify a number to quickly select a response template. By default, the last available number is specified.
  8. 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.

Files attached to response templates are not shown in the list.

To quickly select a response template, enter the = sign and the specified 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.