Reply templates

The same questions never typed twice.

A template is more than canned text. It carries variables filled from the customer card and conditions: a shorter version for Instagram, a promo code added when the buyer score is above 80.

Used by hand, by the Autopilot and by scenarios

What you get

One tap to answer, without sounding like a robot

Variables make the text personal and conditions remove awkward cases: someone abroad is not offered local city delivery.

Variables: name, city, order number, delivery time
Conditions on network, language, time and lead score
One template library for the whole team
Statistics: which template actually helps

Template: delivery

7 languages

Hi {name}! We ship to {city} in {eta}. Order {number} is being packed.

VariablesOrder dataLink

The Autopilot fills values from the customer card

Conditions

If Lead Score > 80then add a 10% promo code

If Instagramthen shorten to two lines

If after 10 pmthen promise a morning reply

412 uses this month

How it works

How to build a template that works

The first five templates usually cover half of all incoming questions.

Find the repeatThe topics report shows which questions arrive most often in each network.

Write the textIn your own words, the way you would answer, with variables dropped in.

Add the conditionsA short version for comments, a detailed one for direct messages, a promo code for hot leads.

Hand it to the AutopilotThe template becomes the base of the auto reply and you only handle exceptions.

In detail

What a template contains

Variables from the customer cardName, city, language, last order number and status, lifetime order value.

Versions in seven languagesThe template stores translations and the right one is picked from the customer's language.

Branching inside one templateNo need for five similar templates: conditions inside one change the details.

Permissions and approvalAn agent uses templates but cannot change them, an editor edits, the owner approves.

What actually worksEach template shows how often it was sent and the share of threads that ended in a sale.

Fast insertIn a reply field a template is called with two characters and fills the thread data at once.

FAQ

About templates

Short answers to what people ask about this feature most often.

How is a template different from the Autopilot?

A template is your text with substitutions, always predictable. The Autopilot writes a fresh answer for the specific question. Most teams use both: templates for routine, the Autopilot for everything else.

What if a variable has no data?

Every variable has a fallback: a neutral greeting replaces a missing name, and a line with the order number simply disappears.

How many templates can I keep?

Templates are unlimited on both Personal and Business. On Business each workspace has its own library, so brands do not mix.

Nearby

Works together with

Turn it on today.

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