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Response templates in Agent Workspace for HR Case Management › Agent Workspace for HR Case Management contextual side panel › Using Agent Workspace for HR Case Management › Agent Workspace › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using a Response template in chat

Use response templates as reusable messages that you can copy and paste into a chat.

Before you begin

Role required: sn_hr_core.case_writer

The Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin must be activated to use response templates in chat. For more information, see Response templates for HR Service Delivery.

Note: Currently, chat is only available for Interactions in Agent Workspace for HR Case Management.

Procedure

  1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.

  2. Ensure your Inbox status is set to Available.

  3. When a chat routes to you, select Accept.

  4. An interaction record automatically creates and you can start chatting with the employee.

    To display response templates, enter /r in the chat area and a list of response templates appear.

  5. Select the response template and the text appears in the chat window.

  6. Select the Send button to transmit the message.