Response templates (also called canned responses or macros) help your team reply faster to common questions and high-volume messages.
Any staff member can create and edit response templates, and templates are shared across your entire team. They’re useful for frequently asked questions, standard replies, or messages you send often.
Create a response template
- Go to Settings and select Response Templates.
- Select Add Template.
Choose the brand the template belongs to. Some replies may only apply to certain brands, so assigning the correct brand helps keep templates organized. Enter a name for the template, then add the message content.
The editor supports Markdown, which lets you format text quickly. You can also automatically insert a customer’s name by using the variable {{ customer.name }}.
Use a response template in a conversation
While composing a reply, select the book icon above the message editor to open your saved response templates. Choose the template you want to use and select OK. The template is inserted into the message body, where you can edit it before sending.