I was recently asked by a customer to clarify the difference between a Response Template and a Quick Message. Given that both features serve a similar purpose—providing canned responses to users—it's understandable that they might be confusing for someone new to the platform. However, their usage and functionality can vary depending on your specific needs.
Below, I’ve outlined some key differences between these two features for your review. This may help you determine which one use depending on your use case
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Quick Messages
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Response Templates
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Usage
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Email Clients
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Form / Workspace
Chat based (slash command with short name)
Primary usage started with HR application however, even if HR application is inactive you can still activate com.sn_templated_snip plugin to use it on other tables
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Variables
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Can be pulled from the table including Current date and user
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Can be pulled from the table including Current date and user
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Table
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Allows any table to be selected
Note: Table is not a mandatory field when creating a new quick message
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Allows only the tables extended from the Task and Interaction table to be selected
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Editor
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Allows Rich text
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Allows Rich text
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Visibility
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Allows visibility at the following levels
Note: User visibility would mean that a quick message can only be made available to a specific user irrespective of their group or table selected
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Alllows visibility at the following levels
Table
Group
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Application
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Global
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It belongs to the application Templated snippets (this was its former name)
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Role(s) available
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email_client_quick_message_author
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[ sn_templated_snip.template_snippet_writer (To perform CRUD operations on response template)
S sn_templated_snip.template_snippet_reader ( All agents must have this role to read and copy the content from the response template into their case)
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