Email reply templates (subject, body and variables)

📍 Where to find it: Inboxes → (open an email inbox) → "Templates" tab

Reply templates are reusable standard emails, with variables like the customer's name, ready to insert into the reply area in one click. They are separate from canned responses and designed for email inboxes.

How it works

An admin creates templates (name + body) that can contain variables in double curly braces (for example the contact's name, their email, the agent's name). When replying, you open the template picker; the variables are automatically replaced with the real values at the moment of insertion.

Step by step

1. Go to "Inboxes" (settings, "Channels & configuration" section).
2. Open an email-type inbox and then go to the "Templates" tab.
3. Click to add a template: give it a name and write the body.
4. Insert variables using the buttons provided (contact's name, contact's email, agent's name) and save.
5. In an email conversation, open the template picker from the reply area and choose your template: the variables fill in automatically.

Good to know

• Variables are replaced only on insertion: check the result before sending.
• Creating/editing templates is reserved for admins; agents can insert them.