In SocialHub you can create reply templates that are available to the whole team. If you want to write a response to a new ticket, you can simply select one of the already saved templates and insert it. Before sending the reply, you can of course edit it and individualize it for the recipient.
What is the use of templates suitable for?
- Save time
- Ensure quality of response
- For difficult topics (e.g., oil crisis), have a legally approved template ready for the entire team
- Store standard responses, e.g. with links to help articles or contact forms, once centrally for the team.
You can unlock the feature under Account > Features. Do not forget to save. Please note that only an administrator can unlock the feature.
Then you can add new templates under Account > Templates.
All you need to do now is to create your templates. Please note that only an administrator can create the answer templates.
For greater clarity, especially if several different teams are using the same SocialHub account, you can also create folders and then share them with all or individual teams (admins will always be able to see all templates).
To do this, click on the blue “Folder” button and create a new folder. You can then assign templates to this folder using drag & drop.