Reply Templates

Saved replies your team inserts with /template in the reply box, and what they can and cannot fill in.

Step 1: Inserting templates

In the reply box, type / at the start of a line or after a space. The commands menu opens: choose Template (or keep typing /template). Search, pick one, and it goes in where the cursor is, ready to edit before you send. The same is under Insert in the toolbar's More formatting menu.

Templates work in ticket replies and internal notes, in conversation replies once you have taken the conversation over, and while you edit an AI draft.

Step 2: Creating templates

Two ways:

Settings → Inbox → Templates — Add a template with a title and the text.
From the reply box — open the template list and click New template. It starts with what you have already written, and Save and insert saves it and puts it in your reply.

Templates are shared by everyone in the workspace. A shortcut you give a template helps you find it when you search; typing the shortcut in the reply box does not insert it.

Step 3: Deleting templates

A template cannot be edited. To change one, delete it — hover its row under Settings → Inbox → Templates and click the bin — and add it again.

Template permissions

Use templates — everyone who can reply.
Create one from the reply box — anyone with Reply to conversations & tickets, so agents can.
The Templates settings page, and deleting — needs Manage workspace settings, which agents do not have unless you give it to them. See Team & Access.