Response Templates

Response Templates can interchangeably be thought of as canned responses. With this feature, you can create a message and save it as a template that your team can insert as their reply instead of typing out a full message while engaged in live conversations.

Example Uses for Response Templates

  • Conversation Closing - You can create a standardized way to end a conversation with a customer.
  • Outage Acknowledgment - Should your system or website is experience an outage, a response template can help you quickly respond to those inbound texts inquiring about the status.
  • Hours of Operation - For when people inquire about when your business is open/closed.
  • Address/Location Information - Providing a quick reply for your location information.
  • Standard Pricing/Packing Information - Create an easy, standardized message to send out about pricing or packaging questions.

Managing Response Templates

Creating a Response Template

Navigate to Settings and locate the SMS settings menu. Click on the Templates menu link to open up the list of Templates in your organization. On this page you will be able to see any existing Templates and create new ones.

Click the Add button in the top right corner to open the Add Template modal. 

  1. Name - This is simply a field that allows you to provide a recognizable name for the Template that will help identify it's content.
  2. Message - Within this text area, you can type up your message (up to 500 characters) and choose to add emojis or add an image.
  3. Lines - This dropdown will allow you to select which phone lines this Template will be active on.

Editing & Deleting

On the Templates page, you will see a few options for modifying your existing templates.

  • Editing: To edit a template, simply click on the row of the responder you'd like to modify. This will open a modal that will allow you to modify the Name, Message, and Line assignments.
  • Enabling/Disabling: On the page, you will see a column that has a status toggle. By default, all newly created responders will be set to Active. There are some instances where it makes sense to deactivate an Template. Deactivating will retain the Template but will deactivate it from displaying as an option to use on the assigned lines.
  • Deleting: If you want to permanently delete a Template, you can click on the trash can icon at the end of the row. You will get a confirmation modal confirming your desire to delete the responder. Please note: deleting a responder will immediately remove any associations to phone lines. A Template is not recoverable once deleted.

Using Response Templates

Now that you have templates added, your team can begin using them to interact with your customers. These quick reply templates are available within the Inbox feature. In the compose box for any conversation, we display an icon that when clicked, pulls up a list of available templates to use. 

Simply select one of the response templates and it will automatically populate within your compose message box, ready for you to send.


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