---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Response templates in Agent Workspace for HR Case Management

# Response templates in Agent Workspace for HR Case Management {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Response templates provide you with information on resolving an HR case or HR task or how to help an employee making an inquiry.

Response templates help you to be efficient and consistent when working on similar HR
cases.

Response templates provide reusable messages. Copy and paste these messages into an email,
chat, comments, work notes, or use as talking points when on the phone.

## Response template channels {#hr-agent-ws-response-template__section_w4m_lfl_qnb}

Response template channels segregate your response templates into media categories. You may want responses to have slightly different text in a chat response compared to an email response. Or, you don't want a specific template to appear for chat. The base system provides the following channels:

* Chat
* Email
* Form  
  Note:  
  Form provides text you can use in the comments or work notes on an HR case.

{#hr-agent-ws-response-template__ul_fsg_3gl_qnb}For more information on setting up a response template channel, see [Create a response template channel](https://www.servicenow.com/docs/lV~Vm1T7RaJsakTdqe2U6g#response-template-channel "Follow these steps to create a response template channel. Response template channels ensure the correct response templates appear for use with chat, email, or HR case or task.").

For more information on setting up response templates, see [Response templates for HR Service Delivery](https://www.servicenow.com/docs/lV~Vm1T7RaJsakTdqe2U6g#hr-templated-snippets "You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.").