Account Settings > Templates > Chat > Templates
Chat templates are designed to help agents be more efficient and accurate in their chat communication. Managers can easily build chat templates in Account Settings > Templates > Chat > Templates.
Click on the Green Plus Icon, to create a new template.
Enter a template description and type the body of the template. When finished, click Save.
When a chat session is live, template options can be located by clicking on the button highlighted in the image below. Once added to the response templates can be easily edited if needed. Note: the text is not visible to the customer until the “send” button is clicked. This enables agents to edit text within the template as needed to directly respond to specific customer inquiries as quickly and accurately as possible.
Templates can be very useful in gathering information required for Compliance. When there are pauses in the chat while you check for dates and availability, use a template to inquire about reason for stay, what is most important to the customer, or to ask simple discovery questions. Doing so may enable you to offer send additional information following the chat to keep this lead in follow up if it does not result in a booking.