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Set up templates

Create recurring replies as snippets and insert them in one click.

Templates (snippets) are reusable texts for common replies — acknowledgement of receipt, standard information, first reply to a complaint. They save time and keep the team's tone consistent. This guide shows how to create templates, personalise them with placeholders and insert them while composing.

Settings → Templates: list of snippets and the ‘New template' form
Settings → Templates: existing snippets on the left, the create form on the right.

1. Create a new template

  1. Open the Settings via the avatar menu (top right) and go to the Templates tab.
  2. Click "+ New template".
  3. Give it a name to find it again (e.g. "Acknowledgement").
  4. Subject (optional): used on insertion if the subject field is empty — handy for standard subject lines.
  5. Write the content in the editor. It's HTML-capable: formatting, lists and links are possible.
  6. Save — the template appears in the list on the left.

2. Use placeholders

Like signatures, you can use placeholders such as {{name}} that are replaced automatically on insertion. The template stays generic yet feels personal. Leave the template's subject empty if you want to set it case by case.

3. Insert a template while composing

  1. Open a reply or click Compose.
  2. In the editor, choose the "Template" function and the desired template.
  3. The text (and subject, if any) is inserted; adjust as needed and send.

4. Tips for teams