With this feature, you will be able to use the templates we have created for you and create your own response templates to reuse. This will save you a lot of time and ensure that you close the customer feedback loop!
Table of contents :
How to access the reply templates
To quickly access and manage the reply templates, you can click on this button 👇
To access the reply templates from the platform, click on "Results" in the left menu and click on a feedback :
Once in the feedback, look for the "Actions" section on the right. A little further down there is a "Reply to customer" section, click on the button "Templates" to access the reply templates.
A window will open to allow you to select a reply template. To edit a template, click on the button "Manage templates".
You will be redirected to a page where you can configure your signature and manage the reply templates :
How to use a reply template
To use a reply template, go to the "Results" section in the left menu and click on a feedback to reply.
ℹ️ When you have already replied to a customer, the following symbol appears on the feedback:
Once in the feedback, look for the "Actions" section on the right. A little further down there is a "Reply to customer" section, click on the button "Templates" to use a template.
A window will open to allow you to select a reply template. To preview a template, move your cursor over the title of the template :
Once you have found a template that suits you, click on it to use it.
💡It is possible to make a hybrid response, i.e. to use part of a template and write your own message. To do this, you must select the template before you start writing your message, otherwise the message you wrote before selecting the template will be overwritten by the template.
Once you are satisfied with the response, simply click "Send" to send it.
How to manage the reply templates
The templates are very general. We encourage you to modify and customize them to fit your company's spirit. Feel free to delete or modify any wording that you don't like or that doesn't really apply to your situation.
To manage the reply templates, you can click on this button to quickly access the settings👇
⚠️Please note that when you edit a template, the template will be changed for all users in the account. Please do not add your information in the templates, it should be added in your signature only. ⚠️
How to configure the signature
The field to write your signature is at the top of the page. If your account is bilingual, the French version is under the English version.
To configure or to edit the signature, simply write the signature you want to appear in the field "Signature" and click "Save" to save the changes :
💡Your signature will appear at the end of your answers when you use a template. To make sure it does, the code %signature% needs to be at the end of the template.
How to edit a template
To edit an existing template, you have to edit the text in the text box of the template and click on "Save" to save the changes.
How to create a new template
You can create as many templates as you want, there is no limit!
💡Tip: If you use the cross-sell step, you can create a template for each service that is put forward in this step. This will save you a lot of time and quickly inform your customers about the services they are interested in!
To add a new reply template, click on the green button "+ Add reply template".
Write a name for your new template.
Write the text of your template and click "Save" once you are done.
If your account is bilingual, the French version is under the English version.
ℹ️We strongly recommend using the custom fields "Customer's first name, Last name (Mr. Tremblay) and Signature" to customize your reply template.
To add a custom field in your template, you need to click on the custom field to add it to the right place in the text.
When you use the template, the fields will be filled with the information of the customer (i.e, Title + Last Name) and your signature at the end.
4. Once you saved the new template, it will be available in your reply templates:
Here is an example of custom fields automatically filled when replying to the customer with the new template :
Do not hesitate to write to us on the chat if you have any question.