Use response templates in the full email composer

Insert common responses into your emails by using response templates in the Compose Email page instead of manually drafting a response.

Before you begin

Role required: email_composer

Procedure

1. Open a Workspace record in your instance.

2. Open the Compose Email page by selecting the More actions icon (

1. Apply a response template from the Agent Assist panel.

   1. From the Agent Assist panel, select the Response Templates icon (

    A list of response templates opens in the Agent Assist panel.

    **Note:** Find the response template you need by using the search bar in the Response Templates list.

2.  Copy a response template without viewing its full contents by selecting the More actions icon \(

3.  Copy a response template after viewing its full contents by selecting a template from the list and selecting **Copy to Clipboard**.

4.  Paste the response template into your email.

1. Apply a response template from the email footer.

   1. From the email footer, select the Apply templates icon (

    A modal opens with different types of templates.

2.  Select the **Response templates** tab.

3.  Select a response template from the list.

    **Note:** Find the response template you need by using the search bar in the Response templates tab.

4.  Add the template to your email by selecting **Insert**.

1. Apply a response template with a keyboard shortcut.

   For instructions on applying a response template with a keyboard shortcut, see Add response templates with a keyboard shortcut.