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Use message templates in conversations
A message template, as the name implies, is a saved template that can be sent as a message in a conversation. Templates help reduce agent response times, create standardized messages such as greetings or goodbyes, and provide quick answers to frequently asked questions.
Message templates are added to the text box within a conversation from the second Actions button. The templates that appear in the list are those saved for the communication channel selected in the conversation (in the case of the image, email).
Message templates are added to the text box within a conversation from the second Actions button. The templates that appear in the list are those saved for the communication channel selected in the conversation (in the case of the image, email).
Selecting one of the templates adds to the text field to display the content. The content of the template can be modified before sending if necessary, except in the case of the WhatsApp channel.
Create message templates
You can create message templates for each communication channel, as each one has a different format: chat, email, WhatsApp and SMS.
To create a new message template from the inbox, open the list and click on the ‘Create message template’ button. The list and the creator depend on the channel selected in the conversation.
You first add a name to identify the template and then configure the content. One of the advantages of templates is that they can contain customer attributes (type $ and select), which means that when a template is sent, these attributes are replaced by the customer's saved information.
Remember that the WhatsApp channel works differently from other channels, so the way to create and use message templates is different. See the articles on how to create WhatsApp templates on Twilio and FROGED.
Manage message templates for all channels
In the FROGED settings section, you can manage all message templates. To create a new template, click on the button at the top and select the channel. You can also edit, duplicate and delete templates.
The table shows the creation date, the date of the last edit and the agent who edited the templates. In this way, you can keep track of modifications and correct errors.
The table shows the creation date, the date of the last edit and the agent who edited the templates. In this way, you can keep track of modifications and correct errors.
Related articles
FROGED