Overview
Message templates are pre-saved responses to commonly asked questions that enable you to respond quickly to inbound messages. They help reduce repetitive tasks of answering frequently asked questions and ensure a consistent voice in your team's responses to customers. Using message templates can greatly enhance your efficiency and productivity in handling customer inquiries.
Individual vs Shared message templates
Yablo provides the option to create both individual and shared message templates. Individual message templates are private and visible only to you, while shared message templates are visible to your entire team. It's important to note that shared message templates can only be managed by an admin.
Users can create and manage their individual message templates in their User Preferences > Message Templates.
Shared message templates can be created and managed by admins in the Admin Console > Message Templates.
Create message templates
To create a new template, go to your individual or shared message templates and click the New Template button.
When creating a message template in Yablo, simply provide a name for your template and write your desired message. You can use a set of variables in the body of your template, which will be dynamically replaced with corresponding content when using the template. Type {{ to select one of the supported variables.
Attachments added to a template will be automatically copied over to the message when the template is used.
Save draft message as template
You can also quickly save a draft message as a template for future usage. To do so, you can click the "Insert message template" button in the composer. Select the option "New from draft" at the top of the popup.
The New template dialog will open, populated with the details of your draft message. Give your new template a name and click the "Create template" button to create your template.
Note that if you are an admin, you also see an Access field that allows you to select whether the message template will only be visible to you (so an individual template) or visible to everyone (so a shared template).
Use message templates
To insert a message template you've created, click the "Insert message template" button in the composer toolbar to open the message templates menu. You can search for a template using keywords or scroll through the list. Hover over a template to preview it.
Click on a message template to insert it, and then make any necessary edits before sending.