Work with reply templates
A reply template can, for instance, be a specific layout to implement on replies, or a ready-made text that can be pasted into a message. It can also include an attachment, which will then be added to the message. Before you send the reply to the customer, you can edit the text and add or remove attachments. In other words, a reply template provides the basis for a customized response to a customer. Using reply templates saves time, and they can be tailored to the precise situation.
What is the difference between an FAQ entry and a reply template?
If you select a reply template, it is pasted in as ordinary text that you can edit before sending the reply. The benefit of using reply templates is that they can be tailored to the precise situation.
If you select an FAQ entry, a link to the FAQ entry in the customer centre is pasted in. This means you cannot edit the FAQ entry before sending your reply to the customer. The benefit of using FAQ entries is that you let the customer know that there are FAQs available that may be of use in the future.
Find and view reply templates
Reply templates are organized in a folder structure that you can create and manage yourself. To locate and view a reply template:
Go to in the top bar and select Knowledge base > Reply templates.
Browse to the required folder.
Click the reply template you are interested in. The View reply templates screen appears, displaying:
- Information about access level, language, and owner.
- Tabs with the reply template text itself and any attachments (per language version).
Search for reply templates
In the reply templates overview, click the Search button to locate a specific reply template:
- Enter the text or criteria you want to search for.
- Click Search. A list of matching templates appears.
- Click a template to open and view it.
Tip
To make it easier to locate templates in the future, consider organizing them into folders.