When automated replies are enabled in InputKit, they follow your company’s Reply Templates settings. These templates determine how greetings, customer names, and tone (formal or informal) appear in each automated response.
Accessing your Reply Templates
Click on your name in the upper-right corner of your InputKit dashboard.
Select Reply Templates.
From there, you can view and edit your company’s templates.
Editing greetings across all templates
At the top of the page, you’ll see the option:
“Replace honorifics in all reply templates with”
Here are the available placeholders:
%honorific_last_name%→ Last name (e.g., Mr./Mrs. Tremblay)%first_name%→ First name (e.g., Anne-Marie)%full_name%→ Full name (e.g., Anne-Marie Tremblay)
These variables help automatically personalize greetings in every automated response.
Defining how customers are addressed in reviews
For Google and online review replies, you can also define how the customer’s name appears:
Go to the left menu → Results → Online Reviews.
Click on Settings (the gear icon).
Under Way of naming the client, select one of the following:
Customer’s first name
Last Name (Mr. Tremblay)
By customizing these parameters, you ensure your automated responses match your company’s preferred tone and level of professionalism.
If you have any questions, feel free to reach out to us via chat.