Using Templates

Keeping's Templates lets you store snippets, templates, or canned answers across your team.

What are Templates?

Templates where you can store answers to frequently asked questions. This allows for one-click insertion into your Gmail replies.

If your team gets the same questions over and over again, Templates can be a big time saver. As an admin, it can also help ensure that your team is responding to your customers in a common and consistent way.

Good to know: Information stored in Templates is only accessible by your agents. It is meant to be an internal resource that your team can modify and share as needed.

Adding a New Entry

Go to your Keeping settings page, and choose Templates from the right menu. In the upper right corner, click Add New Template.

Use the Template Title field to identify the snippet or question - this will only bee seen by your team. In the Template Body, insert the text you'd like to be able to insert into a Gmail response quickly.

At this time you cannot add images or other attachments to a Template answer.

Editing an Entry

On your list of Templates, find your entry and click on it to expand it. Once expanded, click the pencil icon to edit your question and answer.

Organizing Your Templates

You can assign one or more labels to any entry to better organize your Templates. Once a label is assigned to an entry, you can filter your Templates by that label.

Inserting an Entry into a Response

Once you've added an entry to your Templates, insert it into a Gmail response with a few clicks. When responding to a ticket, click the lightning bolt icon to browse your Templates.

Choose your response and click the "Insert" button to automatically insert it into the email. Use the "Label" dropdown to filter your answers.

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