Templates (Quick Replies) Feature¶

Overview¶

Templates are reusable quick-reply messages. A template is intentionally simple: it has a name, a text body, and an optional image. Templates let your team save time by reusing pre-written messages instead of retyping common responses.

Templates live under the Templates page. They can be reused when composing messages and elsewhere in the product where quick replies are supported.

Templates are quick replies only. There are no per-channel variants, approval workflows, headers/footers, or interactive buttons.

Features¶

1. Creating a Template¶

Click Create Template to open the editor. A template consists of:

Name — a label to help you find the template later. If you leave it blank, a name is generated automatically (e.g. General template (dd.mm.yyyy hh:mm)).
Text — the message body. This is the only required field.
Image (optional) — upload or drag-and-drop an image. Uploaded images are stored securely and shown in a live mobile preview alongside the text.

A phone-style preview on the right shows how the message will look as you type.

2. Editing a Template¶

Use the Edit action on any template to update its name, text, or image.

3. Copying a Template¶

Use the Copy action to copy a template's text to your clipboard so you can paste it into a conversation or anywhere else.

4. Deleting Templates¶

Delete a single template from its row actions (with a confirmation prompt).
Delete Selected — tick the checkboxes on multiple templates, then remove them all at once.
Delete All — remove every template currently shown.

Bulk selection and the delete actions are available to users who have permission to delete data. Users without that permission can still create, edit, and copy templates.

5. Searching Templates¶

Use the search box to filter the list by typing part of a template's name or text. There are no category or status filters — the list is a single flat set of quick replies.

The Templates List¶

The table shows each template's name, a preview (image thumbnail and a snippet of the text), and its created date, along with per-row actions:

Action	What it does
Edit	Open the editor to change name, text, or image
Copy	Copy the template text to the clipboard
Delete	Remove the template (requires delete permission)

When delete permission is present, a checkbox column appears for bulk selection, and Delete Selected / Delete All buttons are shown at the top of the page.

Use Cases¶

Use Case 1: Create a Quick Reply¶

Scenario: A support team wants a canned reply for common questions.

Steps: 1. Go to Templates. 2. Click Create Template. 3. (Optional) Enter a name, e.g. "Response time reply". 4. Enter the text: "Thanks for reaching out! We'll get back to you within 24 hours." 5. (Optional) Upload an image. 6. Click Save.

Expected Outcome: The template appears in the list, ready to reuse.

Use Case 2: Reuse a Template While Replying¶

Scenario: An agent wants to paste a saved reply into a conversation.

Steps: 1. Go to Templates. 2. Find the template (use search if needed). 3. Click Copy on its row. 4. Paste the text into the message composer.

Expected Outcome: The saved message text is inserted, ready to send.

Use Case 3: Clean Up Old Templates¶

Scenario: An admin wants to remove templates that are no longer used.

Steps: 1. Go to Templates. 2. Tick the checkboxes next to the templates to remove (or use Delete All). 3. Click Delete Selected. 4. Confirm the deletion.

Expected Outcome: The selected templates are removed from the list.

Test Cases¶

Test Case 1: Create Template¶

Go to Templates and click Create Template.
Enter text: "Hello, thanks for contacting us."
Click Save.
Verify the template appears in the list with its created date.

Expected Result: Template created and visible in the list.

Test Case 2: Text Is Required¶

Open Create Template.
Leave the text empty and try to save.
Verify a validation message asks for text and the save is blocked.

Expected Result: A template cannot be saved without text.

Test Case 3: Optional Image¶

Create a template with text and upload an image.
Save and confirm the thumbnail shows in the list preview.

Expected Result: Image is stored and displayed with the template.

Test Case 4: Copy Template¶

Click Copy on a template row.
Paste into any text field.
Verify the pasted text matches the template body.

Expected Result: Template text is copied to the clipboard.

Test Case 5: Search Templates¶

Create a template named "Welcome Message".
Type "Welcome" in the search box.
Verify the template appears; search for "nonexistent" and verify no results.

Expected Result: Search filters the list by name/text.

Test Case 6: Delete a Template¶

Click Delete on a template row.
Confirm the deletion.
Verify the template is removed from the list.

Expected Result: Template deleted successfully.

Test Case 7: Bulk Delete¶

As a user with delete permission, select several templates via the checkboxes.
Click Delete Selected and confirm.
Verify all selected templates are removed.

Expected Result: Selected templates deleted in one action.

Best Practices¶

Keep them short and reusable — quick replies work best for common, repeated messages.
Name them clearly — a descriptive name makes templates easy to find via search.
Add an image only when it helps — most quick replies are text-only.
Prune regularly — use bulk delete to remove templates you no longer use.

Troubleshooting¶

Template Won't Save¶

Issue: The Save button is disabled or a validation error appears.

Solutions: - Ensure the Text field is filled — it is required. - If uploading an image, wait for the upload to finish before saving.

Bulk Delete Buttons Not Visible¶

Issue: No checkboxes or Delete Selected / Delete All buttons appear.

Solutions: - These actions require permission to delete data. Ask an admin to grant it, or delete templates you own individually.

Template Not Appearing¶

Issue: A created template is not visible in the list.

Solutions: - Clear the search box in case it's filtering the list. - Refresh the page.

Last Updated: July 2026