--- sourceDocument: Zurich ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Response templates # Response templates {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Response templates Response templates enable ServiceNow users to resolve cases and support issues faster by using reusable, consistent messages. These templates can be copied onto case or task forms or used in chat responses within Agent Chat, streamlining communication and improving efficiency. They are available only for existing records. Show full answer Show less ## Role Assignments and Access To effectively manage and use response templates, specific roles must be assigned: * **Response template administrator:** Manages scoped administration of response templates; typically inherited by System Administrators. * **Response template writer:** Can create, read, update, and delete response templates. * **Response template reader:** Can read and use existing response templates. These roles can be assigned to users, groups, or other roles depending on organizational needs. For example, in HR Service Delivery, HR administrators get the administrator role, HR managers the writer role, and HR case writers the reader role. In Customer Service Management, managers inherit the writer role, while agents inherit the reader role. ## Using Response Templates Users with the writer role create templates linked to specific tables extending Task or Interaction, defining a short name for quick access. Templates can include variables to personalize messages and conditions to control availability, such as for specific HR services. Agents can invoke chat templates using slash commands in Agent Workspace. Users with the reader role can copy and use these templates when working on relevant cases or tasks, ensuring standardized and efficient responses. For instance, an HR case writer can use a payroll discrepancy response template with dynamic fields like the employee's name for quick, consistent communication. ## Practical Example In an HR organization, an HR manager with the writer role creates a response template to escalate payroll discrepancy cases. This template is linked to the HR Payroll Case table and filtered by a Payroll Discrepancy service condition. HR case writers use this template to respond quickly with personalized, standardized messages, improving case resolution speed and consistency. ## Activation and Setup To utilize response templates, the response templates plugin must be activated. After activation, roles need to be assigned properly to control template creation and usage. This setup ensures the feature integrates smoothly into your existing ServiceNow applications like HR Service Delivery or Customer Service Management. Resolve cases or support issues faster and more efficiently with response templates. Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users, or to display standard chat response messages to requesters in Agent Chat. Note: Response templates are available only for existing records. ## Assign response template roles {#response-templates-templated-snippets__section_ikw_xrq_ldb} The following roles are installed when you activate the response templates plugin. {#response-templates-templated-snippets__table_kb3_2kr_v2b__entry__2} | Response template role | Description | |-|-| | Response template administrator \[sn_templated_snip.template_snippet_admin\] | Grants access to scoped administration of the response templates feature. | | Response template writer \[sn_templated_snip.template_snippet_writer\] | Grants access to create, read, update, and delete (CRUD) response template content. | | Response template reader \[sn_templated_snip.template_snippet_reader\] | Grants access to read response template content. | | System Administrator \[admin\] | Response template administrator \[sn_templated_snip.template_snippet_admin\] Note: Admin inherits this role by default. When the Templated Responses \[com.sn_templated_snip\] plugin is activated without activating related HR applications, you can still use response templates. * Admin can reassign this role to other users. * Admin can also remove the Contained Role \[sys_user_role_contains\] table so Admin users do not inherit this role by default. Or: 1. Enter sys_store_app_list.do in the Filter navigator search bar of an instance, or https://YOUR_INSTANCE/sys_store_app_list.do from a web browser. 2. Search for and select Templated Snippets. 3. Scroll down to Related Links. 4. Click Remove from the role contained by admin. {#response-templates-templated-snippets__ol_sll_wjb_5kb} {#response-templates-templated-snippets__ul_itq_1ss_tkb} | [ ] {#response-templates-templated-snippets__table_kb3_2kr_v2b} Before you begin using response templates, you must assign these roles to the appropriate roles, groups, or users in your application. * To assign a role to another role, see [Add a role to an existing role](https://www.servicenow.com/docs/access?context=t_AddARoleToAnExistingRole&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). * To assign a role to a group, see [Assign a role to a group](https://www.servicenow.com/docs/access?context=t_AssignRoleToGroup&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). * To assign a role to a user, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). {#response-templates-templated-snippets__ul_wqs_4kr_v2b} For example, * In the HR Service Delivery application, users with the HR administrator role are assigned the response template administrator role, users with the HR manager role are assigned the response template writer role, and users with the HR case writer role are assigned the response template reader role. * In the Customer Service Management application, users with the customer service manager role (sn_customerservice_manager) inherit the response template writer role. Users with the customer service agent role (sn_customerservice_agent) inherit the response template reader role and can access response templates assigned to all groups to which they belong. {#response-templates-templated-snippets__ul_mt1_wbb_mhb} ## How to use response templates {#response-templates-templated-snippets__section_hsw_gc3_ldb} Users with the response template writer \[sn_templated_snip.template_snippet_writer\] role can create response templates. Each template is associated with a table that is an extension of the Task \[task\] or Interaction \[interaction\] table. Response templates include a short name for specifying a shortcut that can be used to identify the message. For chat response templates used in Agent Workspace, agents use the slash command with a short name to present the standard message during a chat. You can also configure the template to * Include variables pulled from a table * Specify a condition builder to specify the conditions that must be met for the template to be available for use, such as for a specific HR service {#response-templates-templated-snippets__ul_acc_4rc_mhb}For more information, see [Create or modify a response template](https://www.servicenow.com/docs/FesiPi09__vzrd0hS6BUHQ "Create or modify a response template (formerly known as a templated snippet) to define a reusable message that can be copied to case or task forms or used in Agent Chat sessions to provide quick and consistent messages to users."). Users with the response template reader \[sn_templated_snip.template_snippet_reader\] role can then copy response template content and use it in their responses to users when working on case or task forms that meet the specified conditions. For example, a response template for payroll discrepancy cases enables HR agents to use a standardized message when responding to that case type. See [Copy a response template to an HR case](https://www.servicenow.com/docs/access?context=hr-templated-snippets&version=zurich&pubname=zurich-employee-service-management§ion=add-templated-snippet-to-hr-case&ft:locale=en-US) for an HR-specific example. ## Response template to escalate payroll discrepancy cases You are part of an enterprise HR organization using the HR Service Delivery application. You want your HR agents to respond to and, when necessary, escalate payroll discrepancy cases quickly and consistently. Create a response template so that HR agents have a reusable message to use when responding to employees about that case type. One of your HR managers with the response template writer role is responsible for creating the template to escalate payroll discrepancy cases. The template is associated with the HR Payroll Case \[sn_hr_core_case_payroll\] table, and a condition filters on cases that match the appropriate HR service called Payroll Discrepancy. In the template body, the response text appears with variables, such as the subject person name in the salutation. HR case writers with the response template reader role can copy the response template content and use it in their responses to employees when working on cases. Response templates provide a faster and efficient way to resolve cases. ## Activation information {#response-templates-templated-snippets__section_rbl_jc3_ldb} To use response templates in your application, you must [activate response templates](https://www.servicenow.com/docs/JpUQEz3ESgmdx57cLt8kOw "You can activate response templates (formerly known as templated snippets) [com.sn_templated_snip] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active."). For information on what components are installed with the feature, see [Components installed with response templates](https://www.servicenow.com/docs/p_gfAGwqx8eG1B7wC7HeNg "Several types of components are installed with activation of the Templated Responses (com.sn_templated_snip) plugin, including tables and user roles.").