Edit or delete reply templates

Editing a reply template can mean one of two things:

• When replying to a request and use a template, you are free to edit the content of the message before you send it to the customer.
• When you create or edit the template itself, you can edit its properties, including amending the reply template text. This type of editing is described below.

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Edit reply template

1. Go to in the top bar and select Knowledge base > Reply templates.
2. Browse to the folder containing the reply template and click it. This opens the View reply templates screen.
3. Click the Edit reply template button. This opens the Reply template properties screen.
4. Make the required changes to the properties.
5. Click OK to save your changes.

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Delete reply template

1. Follow steps 1-3 from Edit reply template to open the Reply template properties screen.
2. Click the Delete button at the bottom of the screen.
3. Confirm the deletion when prompted. The reply template is deleted immediately.