Smart Reply Templates

Dynamic templates for fast, personalized support

Respond to support requests efficiently and professionally with smart reply templates. Use them for recurring topics and integrate dynamic content through powerful placeholder and variable support – from address data to order numbers.

What are smart reply templates?

Reply templates in the HelpDesk are more than just canned responses. They allow you to insert dynamic elements such as:

  • Automatic placeholders – e.g. customer name, order number, company details
  • Input fields – such as dropdowns or textboxes to adjust content on the fly
  • Conditional logic – adjust text blocks depending on selected values

This gives your team both speed and flexibility – every reply fits the context while maintaining a professional tone.

Your benefits with smart reply templates

  • Consistent communication – Uniform tone across your entire team
  • Fast response times – Templates ready to use for all recurring cases
  • Personalized content – Dynamically filled fields without manual editing
  • Custom inputs per case – Dropdowns and textboxes adapt to each request
  • Multilingual ready – Templates work with automatic translation features

How does it work?

  1. Create templates for common case types
  2. Use placeholders to auto-fill contact and order info
  3. Add input fields for agent-specific adjustments
  4. Apply the template with one click during the reply