Hi Buddy,
OOTB, Service Operations Workspace doesn’t have a way to add classic response templates into the right-hand sidebar like Agent Assist. There isn’t a plugin or setting you can enable to make that appear.
What most teams do instead is either:
Convert frequently used response templates into short knowledge articles, which can then be suggested by Agent Assist in the sidebar, or
Use Quick Actions / UI Actions to apply templates quickly (they just won’t live in the sidebar).
If you want the exact same experience as Agent Assist — templates listed in the sidebar with one-click insert — that requires custom UI Builder work to add a custom panel and wire it to your templates.
Basically: it’s not available OOTB in SOW today, but you can get close with Agent Assist + Knowledge, or build it with UI Builder if you need it to be exact.
@praffulgarg - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂
MJG
