Use Request Templates

What this guide covers

This guide explains how to create and use templates for responding to requests. Templates save time when you frequently send similar messages to customers.

Creating a template

1. Navigate to /settings > Requests > Templates.
2. Click New Template.
3. Enter the Template Name (e.g., "Initial Response").
4. Write the Subject Line.
5. Write the Message Body.
6. Click Save.

Screenshot: The template editor with fields for name, subject, and message body.

Using variables

Templates support variables that auto-fill with request data:

Variable	Fills with
{{contact_name}}	The customer's name
{{request_title}}	The request title
{{company_name}}	Your company name
{{request_id}}	The request reference number

Example body:

Hi {{contact_name}}, thank you for reaching out about "{{request_title}}." We have received your request and will follow up within 24 hours. -- {{company_name}}

Using a template

1. On the request detail page, click Send Message.
2. Click Use Template.
3. Select a template from the list.
4. The subject and body fill with the template content.
5. Variables are replaced with actual request data.
6. Customize if needed and click Send.

Animation: Selecting a template and watching variables get replaced with actual request data.

Managing templates

Edit or delete templates from /settings > Requests > Templates.

• Edit -- click the template name to open the editor.
• Delete -- click the overflow menu and select Delete.

Tip: Create templates for your most common responses: initial acknowledgment, requesting more information, scheduling confirmation, and service decline. Four to five templates cover most scenarios.

Note: Templates are workspace-wide. Any team member with request access can use them.

Related articles

• Communicate with Customers on Requests
• Track Incoming Requests
• Configure Request Notifications