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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.

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Where you can use them

  • Contact Center AI / 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.

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Using a template

1

Type / in the message box

A list of your saved templates appears above the box.
2

Find the one you want

Keep typing to filter by title, or use the arrow keys and click to browse.
3

Insert it

Press Enter or click the template. Customer details are filled in automatically.
4

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.

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Variables that fill in automatically

Templates can include variables that Craft replaces with the right value for each customer: 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.

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Setting up templates

Admins build and manage the template library under Settings → Response Templates. Each product keeps its own list.
1

Open Settings → Response Templates

In Contact Center AI or Inside Sales, go to Settings and choose the Response Templates tab.
2

Create a template

Click New template, give it a short title (this is what reps see in the / menu), and write the message.
3

Add variables

Click a variable to drop it into the message — for example, start with the customer’s first name to personalize the greeting.
4

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 AI, the Response Templates tab appears once your messaging agent is set up.

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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.