Reply templates are predefined messages that an agent can use to respond to customers more efficiently. Reply templates are typically used for common messages like greetings, opening hours, and apologies for waiting.
To use a reply template:
- Go to Conversations > Workspace.
- Select the reply template you want to use by clicking the icon to the left of the name in the Reply templates extension. A pop up with the message text appears. You can edit the message text before sending it.
- Click SEND to send the message to the customer.
In addition to standard reply templates, a chatbot can also be configured for use in a similar way. This triggers a chatbot conversation with the customer where the agent has to wait for the chatbot to complete the conversation with the customer before returning to the conversation.
To use a chatbot from the Reply templates extension:
- Go to Conversations > Workspace.
- Select the reply template you want to use by clicking the robot icon to the left of the name in the Reply templates extension. A pop up with the chatbot topics appears.
- Click SEND to start the chatbot. Wait for the chatbot to complete before continuing the conversation.
See also:
Suggest a new reply template
Create a new reply template
