Response templates, sometimes called macros or canned responses, allow you to quickly address questions that are commonly asked by your customers. To get started, navigate to Settings > Response Templates.
Create Response Templates
Select Add Template to open the response template builder.
The Response Template page will allow you to:
- Select the brand the Response Template will be available for.
- Select the group the Response Template will belong to.
- Give the template a name that's easily identifiable. Avoid generic names that can be confusing.
- Write the response template message. You can embed images and videos directly in the message.
- Use variables to personalize your template. To insert the customer's full name, use
{{ customer.name }}. To use only the first name, use{{ customer.name | split: ' ' | first }}. - Select Improve What I've Written to use Re:amaze's built-in AI to refine your message. AI-generated responses also support dynamic variables and will insert them automatically when relevant.
Note: When replying to customers in bulk, response templates containing variables cannot be used. Only templates without variables can be applied to bulk replies.
Use a Response Template
To insert a response template while replying to a customer, select the book icon in the top right corner of the reply box and choose the template you want to use. If your template belongs to a group, you can filter by group to find it more quickly.
You can also use the Search/Filter option to locate a template quickly. This is especially useful if your team uses a large number of templates. Note that the search option is only available if you have six or more response templates created.
Selecting Search/Filter will open a modal with a search bar at the top and your templates organized by group below.
You can also use the forward slash "/" hotkey as a quick search shortcut. After typing "/", start typing the name of the template you need.
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