Skip to main content
Reply templates, also called canned responses, are saved replies your team can insert while typing a reply. Type / in the reply box to search them, or type a template’s shortcut. Manage them in Settings > Helpdesk > Reply templates.

​
Create a template

Give it a name, an optional folder and shortcut, and write the body. Insert variable adds a variable that’s filled in when the template is used.

​
Variables

Write a variable in double braces, for example “Your order {{ order.name }} shipped with {{ order.tracking.carrier }}”. Order variables come from your connected store: the order the conversation is about when Aide recorded one, otherwise the customer’s latest. They fill in only when the customer’s identity is verified, so a visitor who only typed an email address never sees someone else’s orders. To check a template, preview it against a recent conversation to see its real values.

​
Personal and shared templates

Personal templates are only yours; shared templates are available to the whole team. Filter the list by All, Shared or Personal.

​
Templates in Zendesk or Front

Reply templates work in Aide’s reply box. If your team replies inside Zendesk or Front, keep your canned responses there as Zendesk macros or Front message templates; Aide can also learn your usual answers from them as a knowledge source.

​
Can a template change the status or priority?

No, templates are text only. To also change the conversation when you reply, such as closing it, setting the priority, assigning a team or adding a tag, use a macro: pick it from the Macros button in the reply box (see Macros for Aide, Zendesk and Front).