On this page
Below the reply field there's a row of buttons with ready-made texts. If you choose one, the text is inserted into the field with the customer's first name, so you can adjust it before you send.
The standard suggestions
If you haven't created your own templates, you see these:
- Suggested reply: a suggestion that fits the stars. There's one for 1 and 2 stars, one for 3 stars and one for 4 and 5 stars.
- Thanks for the praise
- Apology
- We'll contact you
We'll contact you promises that you'll call the customer today. Only use it if you do.
Create your own templates
- Open Settings in the dashboard.
- Choose Reply templates.
- Under New template enter a name, e.g. Thanks for the praise, and the text itself.
- Choose Save template. It says The template has been saved.
The name becomes the text on the button below the reply field. The name can be no more than 80 characters and the text no more than 2,000 characters.
The customer's name in the template
Write the word name in curly brackets in the text, just like in the example in the field. When the template is used, it's replaced with the reviewer's first name.
How they're shown in the reply field
If you've created your own templates, Suggested reply is shown first, followed by your own. The three standard examples disappear.
Edit and delete
A template can't be edited. If you want to change it, create a new one and choose Delete next to the old one. It says The template has been deleted. Replies you've already sent aren't changed.
Who and how many
- The templates are shared by the whole team.
- They require permission to reply, i.e. Owner, Admin or Can reply.
- Your plan decides how many templates you can have. If the limit has been reached, it says so under Reply templates, with a link to upgrade.
Also read Good replies to criticism before you write your templates.