Creating Templates for Review and Chatbot Responses

Pre-defined templates help your team reply faster, stay consistent in tone, and deliver professional responses across ChatBot conversations and review replies.

How to Set Up Template Responses

1. Navigate to the Templates section, either from the Settings menu or via the Manage link within the "Add Template" feature in Conversation and Reviews.
2. Choose the appropriate tab for the type of template you wish to create (Reviews or Chat).
3. Click 'Add' to create a new template.
4. Provide a descriptive name for easy identification.
5. Enter the response text you’d like to save.
6. To remove a template, hover over it in the list and click the delete icon on the far right.

How to Use Template Responses

In Conversations

1. Click on the template icon next to the SEND button.
2. Hover over a saved response to preview it.
3. Select the desired response to insert it into the chat. The template response will be appended to any existing text in the input box.

In Reviews (Google My Business Replies)

1. Click on the template icon next to the Post reply button.
2. Hover over a saved response to preview it.
3. Select the desired response to insert it into the review reply.

Benefits of Using Templates

In Conversations

• Save time on greetings – Quickly respond to customers who request to speak to a human, increasing the chance of engagement before they leave your website.
• Easily share frequently used links – Store commonly shared URLs, such as booking links, to send them instantly.
• Respond faster with detailed replies – Save commonly used responses that include important details like pricing, cancellation policies, or product descriptions.

In Reviews

• Speed up responses – Reduce the time spent drafting responses to reviews.
• Ensure a consistent tone – Help staff maintain a uniform and professional tone in replies.
• Provide a structured response approach – Offer team members predefined responses for different types of reviews (positive, neutral, and negative).
  
  
  

Frequently Asked Questions

Can I edit a template once it has been created?
Yes, you can edit existing templates by navigating to the Templates section, selecting the template, and updating its text.

Will using templates make responses sound impersonal?
No, templates provide a starting point. Staff can customise responses before sending them to maintain a natural and engaging tone.

Can multiple team members use the same templates?
Yes, templates are accessible to all team members, ensuring consistency in responses across your team.

Is there a limit to how many templates I can create?
There is no strict limit, but it's best to keep templates organised and relevant to avoid clutter.