Chat agents & templates

Before you begin

• Staff accounts with the required chat permissions.
• Approved wording for common customer questions.

How to use it

1. 1

   Review the agent list

   Open Agents and check who can handle support conversations. Update agent settings through the controls available to your role.

2. 2

   Set your availability

   In Settings, choose your availability and alias. Review the time zone and time slots, then save the schedule.

3. 3

   Create useful saved replies

   Open Message templates and add or edit a template for a recurring question. Keep its name recognizable and its response easy to personalize.

4. 4

   Try the reply in context

   Open a conversation and insert the saved message. Check names, links and order-specific details before sending it.

Screen walkthrough

Select a screenshot to zoom in. These are actual platform components using fictional example data.

Explore this screen

01Saved message templates help agents reuse accurate responses.