When a customer needs a person instead of the AI, your team can reply faster using Response Templates — pre-written messages you drop in by typing / in the message box. Details like the customer’s first name are filled in automatically, so reps spend less time typing the same things and more time moving the conversation forward.
Where you can use them
- Contact Center / Speed to Lead — when you take over a conversation from the AI.
- Follow-Up (Inside Sales) — when you reply to a customer on a follow-up campaign.
Each product has its own set of templates, so your team only sees the ones that fit the conversation they’re in.
Using a template
Type / in the message box
A list of your saved templates appears above the box.
Find the one you want
Keep typing to filter by title, or use the arrow keys and click to browse.
Insert it
Press Enter or click the template. Customer details are filled in automatically.
Review and send
Edit anything you like, then send as normal.
Templates are a starting point, not a locked script — you can edit the message however you want after inserting it.
Variables that fill in automatically
Templates can include variables that Craft replaces with the right value for each customer:
| Variable | Fills in with |
|---|---|
| Customer first name | The customer’s first name |
| Customer full name | The customer’s full name |
| Customer phone number | The customer’s phone number |
| Your company name | Your company’s name |
| Your first name | The name of the agent sending the message |
| Appointment date | The appointment date (follow-up) |
| Appointment time | The appointment time (follow-up) |
| Sales rep | The rep who ran the appointment (follow-up) |
If a detail isn’t available for that customer, it shows as a placeholder in brackets — for example [customer first name] — so you can spot it and fill it in before sending.
Setting up templates
Admins build and manage the template library under Settings → Response Templates, in Contact Center and in Follow-Up. Each product keeps its own list.
Open Settings → Response Templates
In Contact Center or Inside Sales, go to Settings and choose the Response Templates tab.
Create a template
Click New template, give it a short title (this is what reps see in the / menu), and write the message.
Add variables
Click a variable to drop it into the message — for example, start with the customer’s first name to personalize the greeting.
Save and order
Save the template. Drag templates to reorder them — the order here is the order they appear in the / picker.
Managing templates requires admin permissions. In Contact Center, the Response Templates tab appears once your messaging agent is set up.
Tips for good templates
- Keep titles short and action-oriented — “Confirm appointment”, “Share pricing”, “Reschedule”.
- Lead with a variable to personalize the opening — “Hi (customer first name), …”.
- Start with your most common replies — the predictable questions your team answers over and over are where templates save the most time.