---
sourceDocument: Brazil ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Response templates

# Response templates {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Response templates

Response templates enable ServiceNow customers to resolve cases and support issues more quickly and consistently by using reusable messages.
These templates can be copied to case or task forms or used in Agent Chat to provide standard, efficient communications tailored to specific scenarios.
Show full answer Show less  
This feature is available only on existing records and requires activation of the response templates plugin.

## Role Assignments and Permissions

Three primary roles control access to response templates:

* **Response template administrator**: Manages scoped administration of response templates.
* **Response template writer**: Can create, read, update, and delete response templates.
* **Response template reader**: Has read-only access to response templates.

System administrators inherit the administrator role by default but can reassign or remove it as needed. Assigning these roles correctly to users, groups, or roles ensures proper access and management of response templates within your organization.

## Using Response Templates

Users with the writer role create templates linked to tables extending `Task` or `Interaction`. Each template includes a short name shortcut for quick insertion, especially useful in chat scenarios using slash commands.

Templates can incorporate variables from records and include condition builders to restrict availability to specific services or scenarios, such as particular HR cases.

Users with reader access can copy template content into their responses, promoting consistent communication. For example, HR agents can use templates for payroll discrepancy cases to provide standardized replies and escalate issues efficiently.

## Practical Example

In the HR Service Delivery application, an HR manager with writer permissions creates a response template for escalating payroll discrepancy cases. This template is linked to the HR Payroll Case table with conditions filtering for the Payroll Discrepancy service. It uses variables like the employee's name for personalized communication.

HR case writers then use this template to respond swiftly and uniformly, improving resolution speed and quality.

## Activation Requirements

To enable response templates, the related plugin must be activated in your instance. Activating the feature installs necessary components and roles to manage and utilize response templates effectively.  
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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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/XMqfC_okSZrYur7Yg9hoJg "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=brazil&pubname=brazil-employee-service-management&section=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/Igbzv3Qh1m2HFTI_SAVg_A "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/sPrVpqxGL1UuIYVKm0F~Nw "Several types of components are installed with activation of the Templated Responses (com.sn_templated_snip) plugin, including tables and user roles.").