Using Templates and Snippets
Reply to common questions in seconds using saved message templates.
For: All Users
Time: 3 minutes
Instructions
1
Open the Typing Area
In the Conversations view, click into the typing area for either SMS or Email.
2
Click the Use Template Icon
Click the icon that looks like a small piece of paper with writing on it (Use a Template).
[SCREENSHOT NEEDED: Template icon highlighted in the formatting bar]
3
Select Your Template
A dropdown will appear showing your saved templates. Select the one you want to use.
4
Review and Send
The text will populate in the typing area. You can edit it before hitting send if you need to add personal context.
What Success Looks Like
- The pre-written text populates in the message box.
Troubleshooting
If The template dropdown is empty:
You or your admin need to create templates first. Go to Conversations > Templates to build them.
Last updated: 10/1/2026