Respond Faster with Smart Templates
Boost agent productivity with canned responses and message templates. Use '/' shortcut for instant access, LiquidJS for dynamic content, personalization variables, and multi-language support for global teams.
Powerful Template Features
Everything you need for effective template management.
Canned Responses
Pre-written message templates for common scenarios with instant insertion using '/' shortcut for faster, consistent customer responses.
'/' Shortcut Access
Quick template insertion with keyboard shortcut by typing '/' followed by template name for instant access during conversations.
Personalization Fields
Dynamic user data (name, email, company, etc.) automatically inserted into templates using variables like {{name}} and {{email}}.
Easy Create/Edit/Delete
Simple template management interface for creating, editing, and organizing your message template library with no technical skills required.
LiquidJS Templating
Dynamic content generation with variables, filters, and logic using LiquidJS templating language for advanced personalization.
Flow Variables
Use bot variables and attributes in templates to insert data captured during automated conversations into agent responses.
Random Reply Action
Vary responses for more natural conversations by creating multiple template variations that rotate randomly in bot flows.
Template Management API
Programmatic template control and automation via REST API for bulk creation, updates, and integration with external systems.
Multi-Language Templates
Language-specific response libraries with support for multiple languages, allowing teams to serve global customers effectively.
Organized Template Categories
Pre-built categories for every conversation stage.
Greetings
- Welcome messages - First contact greetings
- Initial contact - Department introductions
- Team introductions - Agent presentations
- Returning customer - Personalized welcomes
- VIP greetings - Special customer messages
- After-hours - Availability notifications
Support
- FAQs - Frequently asked questions
- Troubleshooting steps - Problem solving
- Common solutions - Standard fixes
- Knowledge base links - Help articles
- How-to guides - Step-by-step instructions
- Technical requirements - System specs
Closing
- Thank you messages - Conversation ending
- Survey requests - Feedback collection
- Follow-up offers - Additional help
- Resolution confirmations - Issue solved
- Next steps - What happens next
- Goodbye messages - Professional closing
Dynamic Personalization
Make templates personal with automatic data insertion.
User Data Variables
Automatically insert customer information captured from forms or JWT authentication
Variables: {{name}}, {{email}}, {{company}}, {{phone}}, {{location}}, custom fields
Conversation Data
Insert contextual information about the current conversation and assignment
Variables: {{department}}, {{agent_name}}, {{wait_time}}, {{conversation_id}}, {{channel}}
Custom Attributes
Use any custom fields you define for specific business data needs
Variables: {{order_number}}, {{subscription_tier}}, {{account_status}}, custom properties
Flow Variables
Access data captured during bot conversations for seamless human handoff
Variables: Bot responses, user answers, collected information, conversation context
LiquidJS Filters
Transform and format variables with filters for proper display
Variables: upcase, downcase, capitalize, date formatting, number formatting, truncate
Conditional Content
Show/hide content based on conditions using if/else logic
Variables: {% if user.vip %}special text{% endif %}, department-specific content
Advanced Template Capabilities
Professional tools for sophisticated messaging.
LiquidJS Filters and Logic
Use advanced templating with conditional statements, loops, filters, and variable manipulation for dynamic, context-aware responses that adapt to each customer.
Conditional Content
Show different content based on customer attributes, conversation data, or custom conditions using if/else logic within templates for personalization.
Department-Specific Libraries
Organize templates by department (Sales, Support, Billing) with department-specific template libraries that agents can access based on their team assignment.
Template Sharing Across Team
Share templates across entire organization or restrict to specific departments with granular permissions and team-wide template library management.
Templates for Every Team
How different teams leverage template power.
Consistent Messaging
Maintain brand voice across team
- Ensure all agents use approved language
- Maintain tone and style consistency
- Reduce errors in complex responses
- Standardize greetings and closings
- Share best-performing messages
- Update messaging company-wide instantly
Agent Productivity
Respond faster with less typing
- Answer common questions instantly with '/' shortcut
- Reduce average response time significantly
- Handle more conversations efficiently
- Focus on complex issues instead of typing
- Train new agents faster with templates
- Reduce agent fatigue from repetition
Multi-Language Support
Serve global customers effectively
- Create templates in multiple languages
- Ensure accurate translations for support
- Maintain consistent voice per language
- Support international customer base
- Language-specific template libraries
- Quick language switching for agents
Brand Consistency
Maintain brand standards
- Enforce approved messaging guidelines
- Ensure legal compliance in responses
- Protect brand reputation with quality
- Share updates across organization
- Version control for template changes
- Audit trail for template usage
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