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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using a Response template in chat

# Using a Response template in chat {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use response templates as reusable messages that you can copy and paste into a
chat.

## Before you begin

Role required: sn_hr_core.case_writer

The Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin must be activated to use
response templates in chat. For more information, see [Response templates for HR Service Delivery](https://www.servicenow.com/docs/ngcm508NiEORL0fG6kNcVw#hr-templated-snippets "You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.").  
Note:  
Currently, chat is only available for Interactions in Agent Workspace for HR Case Management.

## Procedure

1. Navigate to AllHR Case ManagementAgent Workspace for HR Case Management.
2. Ensure your Inbox status is set to Available.
3. When a chat routes to you, select Accept.
4. An interaction record automatically creates and you can start chatting with the employee.  
   To display response templates, enter /r in the chat area and a list of response templates appear.
5. Select the response template and the text appears in the chat window.
6. Select the Send button to transmit the message.
{#hr-agent-ws-chat-response-template__steps_q42_h34_55b}

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