Reply Templates
Save and reuse answers with shortcuts.
Create a shared company template
An Admin creates a reply template every operator in the company can use, so common replies are worded consistently and typed once.
Edit, deactivate or delete a template
An Admin (or a permitted Supervisor) maintains the company's shared templates — editing wording, retiring one without deleting it, or removing it outright.
Organize templates into categories
An Admin defines the categories the company's templates are grouped under, so the library and the shortcut picker can be browsed by topic.
Assign a shortcut to a template
An Admin sets or changes the `/shortcut` on a shared template so operators can insert it by typing instead of browsing.
Search for a template
An Operator finds a template by text, category or channel, either from the template library or the composer's browse picker.
Use a template in a conversation through its shortcut
An Operator types `/` and a shortcut in the reply composer to insert a template's text instantly, with merge fields resolved against the conversation's contact and the operator's own name.