Using Message Templates

If your team finds itself typing the same answer over and over (hours, pricing, an address, a standard follow-up) that is exactly what templates are for. Save it once, and it is available to any teammate from that point on.

Where to find them. In the reply composer, look for ⚡ Quick Insert. Every template you have saved appears there, and selecting one drops its content directly into the message field: instantly available to edit further before sending, so a saved template is a starting point, not something you are locked into sending verbatim every time.

Templates can carry an image. A saved reply is not limited to text. You can attach an image to a template itself, so a single click can insert both a written response and a photo, flyer, or screenshot together, every time it is used.

Managing your library. Templates are added, edited, or deleted from the composer's template menu, so your saved responses can evolve as your business does. Outdated pricing or hours do not have to live in a stale template forever.

Where this actually saves time. Consistency matters as much as speed here: two different teammates answering "what are your hours?" with two slightly different wordings looks disorganized to a customer, even if both answers are correct. Templates keep the wording consistent across your whole team, not just fast for one person.

Features at a glance

• Quick Insert menu available directly in the reply composer
• Inserted content is fully editable before sending: not locked to the saved text
• Optional image attachment per template
• Add, edit, or delete templates anytime from the composer
• Shared across your whole team, so everyone answers the same way
• Keeps team-wide replies consistent, not just individually fast

What makes a good template

The temptation is to save whole finished replies. In practice the most-used templates are the ones that leave a gap for the specific bit.

Save the part that never changes. Your address, your hours, your pricing structure, your booking link. Those are word-for-word identical every time and are exactly what templates are for.

Leave the personal part out. A template that opens "Hi there," is fine. One that opens "Hi Sarah, thanks for calling about the Tuesday appointment" will be rewritten every time, which defeats the point.

Write them to be edited. Because Quick Insert drops text into the composer rather than sending it, the best templates give you 80% and expect you to add the last 20%.

Some that earn their place in most accounts:

• Opening hours, including holidays
• Pricing or a link to your pricing page
• Address plus parking or access instructions
• "We got your message and will get back to you shortly"
• Booking or appointment link
• Standard follow-up after a job or visit

Templates with images

Attaching an image to a template is worth it whenever the picture is the answer:

• A menu or price list as an image
• A map or photo of your entrance for people who cannot find you
• A promotional flyer for a current offer
• A diagram or screenshot answering a common how-do-I question

The image goes out with the text every time that template is used, so it stays a single click rather than a click plus an attachment step.

Keeping the library useful

A template library goes stale quietly, and a wrong answer sent confidently is worse than no template at all.

Review anything containing a number. Prices, hours, and dates are what actually go out of date. When your prices change, the template holding them needs changing the same day.

Delete what nobody uses. A long list makes Quick Insert slower to scan, which is the opposite of what it is for. If a template has not been used in months, it is costing you more than it saves.

Name them for how you will search, not how you wrote them. "Hours" beats "Standard opening hours response v2" when someone is scanning the menu mid-conversation.

Because templates are shared across your whole team, editing one fixes it for everyone at once. That is the main advantage over each person keeping their own notes file: there is one place to change your prices when they move.