Work with reply templates
A reply template can for instance be a specific layout to implement on replies, or a ready-made text that can be pasted into a message you are writing to a customer. It can also include an attachment, which will then be added to the message. Before you send the reply to the customer, you can edit the text and add or remove attachments. In other words, a reply template provides the basis for a customized response to a customer. Using reply templates saves time, and they can be tailored to the precise situation.
What is the difference between an FAQ entry and a reply template?
If you select a reply template, it is pasted in as ordinary text that you can edit before sending the reply. The benefit of using reply templates is that they can be tailored to the precise situation.
If you select an FAQ entry, a link to the FAQ entry in the customer centre is pasted in. This means you cannot edit the FAQ entry before sending your reply to the customer. The benefit of using FAQ entries is that you let the customer know that there are FAQs available that may be of use in the future.
View a reply template
In the Reply templates screen, you will find the reply templates available to you. The reply templates are in a folder structure that you can create yourself.
- Go to Main menu in the top bar and select Knowledge base > Reply templates.
- Go to the required folder.
- Click the reply template you are interested in. The View reply templates screen appears, containing information about access level, language and owner. In the tabs below, you can see the reply template text itself and any attachments.