Response Templates (Canned Replies, Saved Replies, Canned Responses)

Response templates are sometimes called "macros" or "frequently used replies" or "canned responses". They're all the same thing, though. People just like to confuse each other! You can create as many response templates as you'd like and then organize them by brand availability. To get started, head on over to your "Settings" menu, click on "Response Templates".

Creating Response Templates

If you have response templates already created, this next screen will give you the option to edit each with a single click. If you need to create a new response template, simply click "Create Response Template" and you'll be taken to the setup screen.

  1. Select the brand that the response template will be available for.
  2. Give the template a name that's easily identifiable while you're working with customers. Stay away from generic names that can be confusing.
  3. Write the response template out in markdown. Remember, you can easily embed images and videos here.
  4. One great feature is the name variable. If you want to automatically insert the customer's full name, use the {{ customer.name }} variable to do so. If you wish to capture just the first name, we recommend using something like {{ customer.name | split: ' ' | first }}.

Since our response template editor is in Liquid, you can use many different filters to split and merge data. For example, to strip an extra comma from a customer's name, use:

{{ customer.name | strip }} in your response template.

Here is a list of all the liquid options you have: https://github.com/Shopify/liquid/wiki/Liquid-for-Designers.

Response Template Groups

You can group your response templates into common themes. For example, you may have a group of templates related to shipping, inventory, or returns.

Grouped response templates make things easier for your staff by allowing them to search for the relevant template easily.

And while we understand that there might be a need for groups within groups or folders within folders, we believe a 1-level deep interface where the relationship is simply “Group > Response Template” and not “Big Group > Small Group > Response Template”, can significantly reduce UI complexity and search time.

If you do need multi-level grouping of templates, we suggest creating separate groups for each “Small Group”.  For example, instead of a nested relationship such as: “Product > Version 1 > Template 1”,  you may create 1 group for “Product – Version 1 > Template 1”.

If you’re a team that uses lots of response templates, we recommend using “Response Template Search” as a means to find your response template more quickly. Digging through nested folders within folders requires significantly more time to navigate than search does.

Inserting Response Templates

You can insert response templates on the fly as you're typing to customers.

  1. Click on the book icon at the top right hand corner of the composition box.
  2. Select a response template from the quick select menu if you know what you're looking for.
  3. If you have more than 6 response templates, a search/filter option will show up to better assist you in finding the right template.

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You can also instantly access your library of FAQ articles and response templates simply by typing “/” in Re:amaze reply boxes.

The “/” hotkey can also be used as a quick search option. After typing “/”, simply start typing for the template or article you need. Re:amaze will search through all matching content!