Messaging Templates

With the Template feature, you can create and manage pre-written message responses for frequently used scenarios. This helps agents save time and respond to customer messages more efficiently.

Templates can be inserted instantly into the message board with just a few keystrokes or triggered quickly using a short text command during message conversations, making it even faster to communicate with customers.

You can create and manage a template for the following categories:

• SMS

• Instant Messaging (WhatsApp)

• Canned Messages

• Auto Responses

Create a Template

1. Go to Messages and select the Templates module from the left sidebar.

2. Click Add Template.

3. On the Add Template page, configure the following fields:

Name:

Enter a name for the template.

Template Category:

Select the type of template from the dropdown:

• SMS: Used exclusively for SMS.

• IM: Used only for Instant Messages (WhatsApp). These are WhatsApp-approved templates used to initiate conversations on WhatsApp.

• Canned: Used to create and store predefined responses that can be quickly inserted into conversations. Available for both SMS and IM.

• Auto Response: Used to send automated welcome messages to IM (WhatsApp) senders and automated replies to customers who contact your business outside working hours or during holidays(configured under the Business Hours / Holiday profiles).

Tags:

Tags act as keywords that help you categorize and easily retrieve templates when needed. Type the required tag and click Enter. You can assign multiple tags to a single message template to improve searchability and organization.

 Example: You can tag a message template with “Steps”, “Feedback”, or “Promotion” to easily locate it later.

Subcategory:

Select one of the following options:

• Utility: For user transaction-based messages. Includes messages like transaction confirmations, transaction updates, and/or post-purchase notifications. Used for a specific, agreed-upon request or transaction or to update a customer about an ongoing transaction.

• Marketing: For promotional messages used to create brand awareness. Includes promotions or offers, informational updates, or invitations for customers to respond to or take action.

Short Text:

Short Text acts as a shortcut or command that allows you to instantly trigger a message template while composing a message. The short text must begin with a colon (:) followed by two characters.

Example: If you create a short text such as :wl, and the message template contains the following content:

“Hi {{contactName}}, welcome to Zylker Support. We’re glad to have you with us. Let us know how we can assist you today.”

When the agent types :wl in the message conversation, the above message will automatically populate in the message field. This helps agents send frequently used responses faster and maintain consistency in communication.

Agent(s):

Select the agents who can access and use this template.

Message:

Enter the message content that you want to include in your template. You can use placeholders to personalize messages with dynamic values that are automatically filled in when the message is sent.

Available Placeholders:

• Contact Details: Name, Number

• Agent Details: Name, Email.

Example: “Hi {{contactName}}, welcome to Zylker Support. We’re glad to have you with us. Let us know how we can assist you today.”

In this example, {{contactName}} is a placeholder. When the agent uses this template in an message conversation, the placeholder will be replaced with the contact’s actual name, such as "Ria".

Once all required fields are mentioned, click Save.

Manage Templates

• To edit a saved template, click the Edit icon.
   

  Note

  Template Category cannot be modified.
   

• To delete a template, click the Delete icon.

  

Auto Response Templates  

Auto Response templates are pre-written messages used to greet senders on Instant Messaging (WhatsApp) as welcome messages. They are also used to automatically respond to customers who reach out during non-working hours. All templates are created and managed in the Templates module.

For Instant Messaging (WhatsApp), while creating a channel, you can select an auto response template in the Welcome Message field.

For off-duty messages, you can link auto response template in the Business Hours / Holidays module to automate responses based on your organization’s schedule.

Configure IM(WhatsApp)  Welcome Message

To configure a welcome message as an auto response: 

1. Navigate to Integration → WhatsApp.

2. Click Add Channel.

3. Provide the Channel Name and select the WABA (WhatsApp Business Account).  Learn more about configuring WhatsApp with Zoho Voice.

4. Select the number.

5. Under the Welcome Message field, all auto response templates created under Settings → Templates (Category: Auto Response) will be listed. Select the desired template.

6. Associate the agents who will manage this channel.

7. Click Save.

Learn more about IM integration
 

Configure Off-duty Auto Response

To configure auto response for off-duty hours: 

1. Navigate to Settings → Business Hours / Holidays.

2. Edit an existing profile or click Add to create a new one.

3. Scroll to the Off-Duty Action section and configure the following fields:

   • Auto Response for Call: Select the auto-response template to send to customers who call outside business hours or on holidays.

   • Auto Response for SMS: Select the auto-response template to send to customers who message outside business hours or on holidays.
      

     Note

     • Auto Response messages under off-duty action are sent only for off-duty incoming calls and SMS.
     • The number configured (in Call Config module) under Business Hours must be SMS-enabled.

4. Click Save.

Once saved, this profile can be linked to phone numbers in the Call Config module. Ensure the number is SMS-enabled to send auto response messages.

Learn more about SMS configuration