Using reply templates

How Templates Work

Templates provide a way for you to craft and store canned responses to common user feedback scenarios. By organizing these templates into folders, you can easily manage and access responses that are tailored to specific support cases or topics.

Template Folders

• Organization: Create folders to categorize your templates by case type, such as "Bug Reports," "Feature Requests," or "Positive Feedback."
• Language Specific: You can specify the language for each folder, allowing you to cater to a diverse user base across different regions.

Canned Responses

• Efficiency: Store multiple (ideally 5 to 25) canned responses in each folder, ensuring you have a suitable reply for various situations without starting from scratch.
• Consistency: Maintain a consistent brand voice and quality of support by using predefined responses that have been carefully crafted for clarity and impact.

Adding New Templates

To add new templates:

1. Navigate to Templates: In your user portal, go to the "Templates" tab.
2. Create a Folder: Click on "Add New Folder," name it, and select the language.
3. Add Responses: Open the folder and click on "Add Response." Provide a title and write your response.

Modifying Templates

Updating your templates is straightforward:

1. Choose a Folder: Select the folder containing the template you wish to modify.
2. Edit Response: Click on the response to edit, update the title or text as needed, and save your changes.

By utilizing templates, you can ensure that every user receives a thoughtful and appropriate response, which can lead to increased user satisfaction and improved ratings for your app.

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