> ## Documentation Index
> Fetch the complete documentation index at: https://docs.craftflow.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Response Templates

> Save and reuse common replies when a human takes over a customer conversation — with customer details filled in automatically.

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 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.

## Using a template

<Steps>
  <Step title="Type / in the message box">
    A list of your saved templates appears above the box.
  </Step>

  <Step title="Find the one you want">
    Keep typing to filter by title, or use the arrow keys and click to browse.
  </Step>

  <Step title="Insert it">
    Press Enter or click the template. Customer details are filled in automatically.
  </Step>

  <Step title="Review and send">
    Edit anything you like, then send as normal.
  </Step>
</Steps>

<Tip>
  Templates are a starting point, not a locked script — you can edit the message however you want after inserting it.
</Tip>

## 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**. Each product keeps its own list.

<Steps>
  <Step title="Open Settings → Response Templates">
    In Contact Center AI or Inside Sales, go to Settings and choose the Response Templates tab.
  </Step>

  <Step title="Create a template">
    Click **New template**, give it a short title (this is what reps see in the `/` menu), and write the message.
  </Step>

  <Step title="Add variables">
    Click a variable to drop it into the message — for example, start with the customer's first name to personalize the greeting.
  </Step>

  <Step title="Save and order">
    Save the template. Drag templates to reorder them — the order here is the order they appear in the `/` picker.
  </Step>
</Steps>

<Info>
  Managing templates requires admin permissions. In Contact Center AI, the Response Templates tab appears once your messaging agent is set up.
</Info>

## 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.