Reply Templates
Templates are ready-made replies that go into the reply field in a couple of clicks or with a command. A template can contain variables, which are filled with the customer's and the ticket's data when the template is inserted.
Creating a Template
Open “Templates” in the main menu and click “Create”. “Name” and “Content” are required; “Quick-reply command” and “Tags” (comma-separated) are optional. Files go into the “Attachments” block; you can also drag them in or paste with Ctrl+V. Variables are written in double curly braces and can be inserted with a click from the “Available Variables” block; see Templates: Variables for details.
The templates page has two layouts, switched in the header: “Knowledge-base layout” (the default: a full-width list, a tag filter, a template opens full page) and “List and editor side by side”. The choice is remembered in this browser. Search looks at the name, the text and the tags; you can sort by date, name or usage.
Template Example
Name: Greeting
Command: /hello
Text:
Hello, {{contact.name}}!
Thank you for contacting {{workspace.name}} support.
My name is {{operator.name}}, and I will help you with your question.
Regarding your request #{{ticket.id}} — we have already started working on it.
Expect a reply within the business day.Using a Template
In a ticket, press Ctrl+/ or the “Templates” button above the reply field (or the bookmark icon below the field) to open the list with a search by name and command. The most used templates come first. Pick a template with the mouse, or with the arrow keys and Enter: the text goes into the reply field with the variables already filled in, and the template's files are attached to the reply, marked “from template”. You can edit the text before sending.
The quickest way is the command: in an empty reply field type / and the start of the command, e.g. /hello, and a “Quick replies” list filtered by commands and names appears. ↑/↓ to move, Enter or Tab to insert, Esc to close. A command is a single word of Latin or Cyrillic letters, digits, hyphens and underscores; case doesn't matter. If you don't set a command, the first word of the name is used.
Formatting: links, bold, italic
Above the “Content” field there's a formatting toolbar: bold, italic, strikethrough, inline code, code block, list and link. Select text and click a button; the toolbar inserts the markup. The “Preview” block below shows the message the way the customer will see it, with sample values in place of the variables.
**bold** — bold
_italic_ — italic
~~old price~~ — strikethrough
`vless://…` — monospace
[Happ channel](https://t.me/happ_proxy/133) — link
- item — list (each item on its own line)
1. item — numbered listA template with a link:
You can switch the region or install the [Incy](https://apps.apple.com/ru/app/incy/id6756943388) app.
More on the situation in the [Happ channel](https://t.me/happ_proxy/133).HTML tags work too: <a href="https://…">text</a>, <b>, <i>, <u>, <s>, <code>. Underline is only available as a tag.
How the customer sees a link:
- Telegram, the website widget, email — the link text is clickable.
- WhatsApp and VK — the text with the address in brackets: “Happ channel (https://t.me/happ_proxy/133)”.
- BillManager — a link in BillManager's markup, clickable in the panel and in the email to the customer.
Other formatting shows in full in Telegram, the widget and email; WhatsApp shows everything except underline; VK gets the message without formatting.
- Use a full link address starting with https:// (or http://), otherwise the customer gets only the text.
- Single asterisks (*text*) also make bold, not italic; italic uses underscores (_text_).
- Headings (#) and quotes (>) don't render in chats, nor do other tags (<p>, <div>, <h1>, <img>, etc.): the customer sees them as text. For a paragraph leave an empty line.