Using Quick Reply Templates

The Script Library lets agents send standardized replies instantly without re-typing them each time. Perfect for frequently asked questions about products, shipping, and returns.

How to Use Templates in a Conversation

Method 1: Right Panel

1. In the chat window, look at the right panel → find the "Templates" section.
2. Select a template group → click the template you want.
3. The content auto-fills in the compose box. Edit if needed → Send.

Method 2: Quick Reply Button

1. Click the Quick Reply icon (⚡) in the compose toolbar.
2. Type a keyword to filter templates.
3. Click a template → Send or edit before sending.

💡 Type "/" in the compose box to instantly pull up the template menu.

Add and Manage Templates

1. Go to Customers → Script Library.
2. Click "Add New Template" → enter the name, content, and select a group.
3. Use dynamic variables: {customer_name}, {agent_name}, {today_date}…
4. Save. The template is immediately available to the entire team.

💡 Only managers and admins can edit or delete team templates. Regular agents can use templates but generally cannot delete them.