Open Message Templates
Dashboard → Widget Settings → Message Templates. Only organization owners and admins can create or edit templates.
Developer documentation
Message Templates
Create reusable agent reply templates with variables for live chat and ticket replies. Available on Pro and Enterprise plans.
Dashboard: Widget Settings → Message Templates
Message templates let agents send reusable replies with dynamic variables — for live chats and ticket replies. Owners and admins create templates once; the whole team inserts them from the composer toolbar. Pro+
Unlike bot auto-replies (keyword triggers for visitors), message templates are agent shortcuts you choose while replying.
Plan availability
| Plan | Message templates |
|---|---|
| Starter (Free) | Not available — upgrade prompt in dashboard |
| Growth (Pro) | Full access — create, edit, share with team |
| Scale (Enterprise) | Full access |
See Billing & plans for upgrade details.
Create templates
Add name, shortcut & message
Give the template a title, a shortcut like /welcome, and the reply body. Click variable chips to insert placeholders.
Share with team
Enable Share with team so all agents can use the template in chats and tickets. Private templates remain visible only to their creator.
Template variables
Variables are replaced automatically for the current visitor, ticket, or conversation when an agent inserts a template.
| Variable | Description |
|---|---|
{visitor_name} |
Visitor display name |
{visitor_email} |
Visitor email address |
{visitor_phone} |
Visitor phone number |
{agent_name} |
Your agent name |
{site_name} |
Widget / site name |
{conversation_id} |
Current conversation ID |
{customer_name} |
Ticket customer name |
{ticket_number} |
Ticket number |
{ticket_subject} |
Ticket subject |
{custom:field_key} |
Pre-chat custom field (replace field_key) |
Example message:
Hi {visitor_name}, thanks for contacting {site_name}.
I'm {agent_name} and I'm looking into ticket #{ticket_number} — "{ticket_subject}".Use in live chat
- Click the document / template icon in the chat composer toolbar
- Search templates and pick one — the message fills the reply box with variables resolved
- Edit if needed, then send
- Shortcut pills (e.g.
/welcome) also appear above the composer when templates are shared
Use in ticket replies
On the Tickets screen, open a ticket and click Template in the reply toolbar (next to Attach). The same templates and variables work for ticket comments, including {customer_name}, {ticket_number}, and {ticket_subject}.
API
Requires a Pro or Enterprise plan. Authenticated agent session or Sanctum token.
| Endpoint | Purpose |
|---|---|
GET /api/agent/canned-responses | List templates visible to the agent |
GET /api/agent/canned-responses/variables | Available variable tokens |
POST /api/agent/canned-responses | Create template (owner/admin) |
PATCH /api/agent/canned-responses/{id} | Update template (owner/admin) |
DELETE /api/agent/canned-responses/{id} | Delete template (owner/admin) |
POST /api/agent/conversations/{id}/messages | Send with canned_response_id — variables resolved server-side |
Free plans receive 403 on these endpoints. See the full REST API reference.