How templates works

The templates, also called "Canned Responses" are pre-written reply templates that help you quickly respond to a conversation. Agents can type the '/' character followed by the short code to insert a canned response during a conversation.

If you press "/", you will see a list of templates, and if you want to use the template "/detail-order" You will see this

Then type "details-order"

Then press "Enter" or click on the template

You will have a list of translations for the template you selected (if any translations are saved, else it will automatically place the main template, which is by default in English), make sure to select the right language, then press "Enter" or click on the template. When you talk to me on slack make sure to say that you are prepared so I know you read the full doc.

And you now successfully applied your selected template to the conversation

It’s important to know that some templates include variables like {{contact.first_name}}, which automatically insert the customer’s name. However, sometimes the system may pull the wrong name (for example, their email username). Always double-check the email before sending and correct the name if needed.