Only administrators can edit or delete an existing reply template. Agents can modify the message before it is sent but this doesn't impact the text of the saved template message.
To edit or delete an existing reply template:
- Go to Conversations > Settings and select the Reply templates tab.
- In the Active reply templates table, click the three dots on the left side of the reply template row and select Edit or Delete.
- Confirm your actions in the pop up.
Create a new reply template
Use reply templates