Applying reply templates to chat responses

Agents can apply templates to their chat responses, providing standardized responses to common questions and requests.

To apply a reply template to a chat response
  1. When a chat is in reply mode, place the cursor in the body of the chat response.
  2. Click the Reply Template button.
  3. Type the text that the template contains.

    Templates matching the text display.

  4. Select a template text from the list provided.
  5. Press Enter.

    Template mode changes back to Reply mode.

  6. Click Reply to send the message with the template.