Agents can suggest new reply templates from messages they have already sent to customers. A suggested reply template needs approval from an admin. Once approved, the template is available to all agents in Workspace's Reply templates extension.
To approve a reply template suggested by an agent:
Go to Conversations > Settings and select the Reply templates tab.
Scroll down to the Suggested reply templates table.
Click the three dots on the left side of the reply template row and select Accept. The reply template is moved to the Active reply templates table and is now available to agents in the Reply templates extension. If you click Reject, the reply template is moved to the Rejected reply templates table with no further action.