Create and reuse response templates

Templates are reusable messages. Write them once, insert them anywhere: the chat composer or the broadcast dialog.

Use templates to make repeated answers faster, then personalize the inserted text before sending.

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Creating a template

Open Templates from the composer or the broadcast dialog, then New Template.

Field	Notes
Name	e.g. Welcome message
Content	The message body. Supports the same formatting as the composer and broadcast variables
Command	Optional shortcut. Set intro and typing /intro in any chat inserts this template
Labels	Free-form tags for filtering. Type a label and press Enter; suggestions appear as you build a library
Attachments	Optional files, up to the per-template limit and size shown inline

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Using a template

• In a chat - open the template picker and click one, or type its /command.
• In a broadcast, Templates in the broadcast dialog.

Variables inside the template are resolved per recipient at send time, so one template greets everyone by their own name.

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Finding templates

The picker shows “{n} saved” and supports:

• Search by name or content,
• Label filters with All and Clear,
• a Default badge on your pinned default,
• attachment counts ({n} files) and the variable list per template,
• by You / creator name so shared libraries stay attributable.

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Personal vs shared templates

Controlled by the workspace setting Share broadcast templates:

Setting	Effect
On	Templates are shared across the workspace. Only the creator can edit or delete a template. Attachment storage pools across seats.
Off	Templates are personal to each member.

Storage usage per template and per member is visible under Settings → Workspace → Data → Template Storage Usage. See Storage & limits.

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Managing labels

From the picker, a label’s menu offers Rename label and Delete label. Deleting removes that label from all templates and can’t be undone.

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Editing and deleting

Open a template and use Save changes or Delete. Deleting asks “Delete “{name}”? This can’t be undone.” If templates are shared, only the creator sees the delete action, others see “Only the creator can delete”.

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Good template hygiene

• Keep a default template pinned for your most common opener.
• Use labels by funnel stage (cold, follow-up, renewal) rather than by person.
• Write around missing variables: {{username}} resolves to nothing for contacts without a handle, so never build a sentence that breaks without it.
• Check the broadcast preview with a real recipient before sending a template at scale.