Use response templates in the full email composer

Insert common responses into your emails by using response templates in the Compose Email page instead of manually drafting a response.

Before you begin

Role required: email_composer

Procedure

1. Open a Workspace record in your instance.
2. Open the Compose Email page by selecting the menu icon () and Compose Email.
3. Apply a response template from the Agent Assist panel.
   1. From the Agent Assist panel, select the Response Templates icon ().
      A list of response templates opens in the Agent Assist panel.

      

      Note:

      Find the response template you need by using the search bar in the Response Templates list.
   2. Copy a response template without viewing its full contents by selecting the More actions icon () and selecting Copy to Clipboard.
   3. Copy a response template after viewing its full contents by selecting a template from the list and selecting Copy to Clipboard.
   4. Paste the response template into your email.
4. Apply a response template from the email footer.
   1. From the email footer, select the Apply templates icon ().
      A modal opens with different types of templates.

      

   2. Select the Response templates tab.
   3. Select a response template from the list.
      Note:

      Find the response template you need by using the search bar in the Response templates tab.
   4. Add the template to your email by selecting Insert.
5. Apply a response template with a keyboard shortcut.
   For instructions on applying a response template with a keyboard shortcut, see Add response templates with a keyboard shortcut.