Automation & AI
Creating Custom Templates
Create reusable templates so your team can reply faster and stay consistent — with placeholders for names, order IDs, and optional media.
5 min
Beginner
How to do it
Open My Templates
Open Templates and go to My Templates.
Create a new template
Click Create Template and choose a clear internal name (e.g., “Order update”, “Payment reminder”).
Write the message body
Write the message your agents will send. Keep it short and customer-friendly.
Add placeholders
Add placeholders for values like customer name or order ID so agents can fill them quickly when sending.
Attach media (optional)
Attach an image, PDF, or file if you reuse the same brochure, rate card, or catalog often.
Save and test
Save the template and test it from a real conversation before sharing it with the full team.
Tip: Use simple names so agents can find templates quickly. Keep the first line clear, so customers understand what you’re asking or offering.