A template is a ready-made reply to a common situation: how to get there, how to pay, what to bring. Templates are shared across the whole business: both AI employees and your team use them when messaging customers.
Where to find it
- In the top menu, open “Knowledge base”.
- Select the “Reply templates” section.
How to create a template
- Click “Add template”.
- In the “Name” field, briefly describe what the reply is about. For example: “How to get here”.
- In the “Response text” field, write the reply to the customer.
- To attach images, click “Add images”. Change the order of the images with the arrows; remove one you do not need with the “Delete” button.
- Click “Save”.
The template becomes available to AI employees and the team right away.
How to insert the customer's name and business details
- Open the “Variables and Preview” block.
- Click “Customer name”, “Business name” or “Business address”. A variable in double curly braces is added to the text, for example {{имя_клиента}}.
- Check the result in the preview. To test it, you can enter sample values in the fields above it.
When the reply is sent, the variable is replaced with its value. The name comes from the customer's details, the business name from the business profile. The address is inserted if exactly one address is listed in the “Addresses” section of the knowledge base.
How to turn off or delete a template
- Open the template in the “Your templates” list.
- Click “•••” next to the title.
- To turn the template off for a while, clear the “Use template” checkbox and click “Save”. In the list, it will be marked “Off”.
- To delete the template, click “Delete template” and then “Confirm deletion”.
Templates that are turned off are not offered to AI employees or to the team.
How the team replies with a template
- Open a conversation in the “Inbox” section and click “Take conversation”.
- Below the reply field, click “Reply templates”.
- Find the template using the “Find template” field and select it.
- Check the variable fields: known values are filled in automatically; fill in the empty ones.
- Click “Insert into reply”. The text appears in the reply field, and you can edit it.
- Click “Send”. The template's images are sent together with the reply.
The “Reply templates” button appears when a person is handling the conversation. For details, see Messages.
How an AI employee replies with a template
- In the top menu, open “AI employees” and select the employee.
- Go to the “Access” section.
- In the “Knowledge” block, select “Reply templates”.
- Click “Apply”.
The AI employee picks a suitable template on its own from those that are turned on. If it does not know the value of a variable, it will not send the template with a blank space. In the test chat, a reply based on a template is marked with “Template:” followed by the template name.
Good to know
- The name can be up to 100 characters, the reply text up to 1,600 characters.
- You can add up to 4 images to one template, in PNG, JPEG or WebP format, each no larger than 2 MB.
- A business can have up to 1,000 templates. If there are more than four, a search box appears above the list.
- The Owner, Administrator and Operator can create, change and delete templates. The Viewer can only view templates.
- The Owner, Administrator and Operator can reply with templates in the “Inbox” section.