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.

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.

Enter your answer to later easily insert into a Gmail response.

Using Variables in Templates

Templates and Auto Replies support the Liquid templating language. You can use Liquid's bracket notation to insert these variables into your templates.

Read more about the Liquid Templating Language.

Customer Information

{{customer.first_name}} = The first name of your customer

{{customer.last_name}}= The last name of your customer

{{customer.full_name}} = The first and last name of your customer

{{customer.email_address}} = The email address of your customer

Mailbox & Ticket Information

{{mailbox.email_address}} = The email address of the current mailbox

{{mailbox.name}} = The name of the current mailbox, as you've defined it in Keeping

{{ticket.id}} = The 10 digit ID of the ticket, for example eq7am42cxs

Agent Information

{{agent.first_name}} = The first name of the agent responding to the ticket

{{agent.last_name}} = The last name of the agent responding to the ticket

{{agent.full_name}} = The full name of the agent responding to the ticket

Default Values for Variables

When a value might be absent, you can assign default values to variables using this format: {{customer.first_name | default: "Customer"}}

When using templates when composing a New Ticket, customer.first_name, customer.last_name, and ticket.id are not available.

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.

Click the pencil icon to edit a Template answer.

Adding Images to a Template

You can drag an image into the body of your template (or click the small picture icon) to add images into your template.

Smaller images are better! Including images with a large file size may affect deliverability of your agents' replies.

Organizing Your Templates

Add labels to organize 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.

Scope templates to specific mailboxes

By default, every template you create is available in all of your mailboxes. If you'd rather restrict a template to one or more specific mailboxes, use the Mailbox Visibility picker when editing the template.

• All (default) — the template appears in the template picker across every mailbox in your account.

• Specific mailboxes — the template only appears in the mailboxes you select. Agents working in other mailboxes won't see it.

• None - puts the template in draft status and makes it unavailable.

This is useful when teams share a Keeping account but maintain different inboxes — for example, keeping your support@ templates separate from your billing@ templates so agents only see the templates that are relevant to the conversation they're working on.

Organize your templates by mailbox, label, or both

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.

Use the lighting bolt icon to bring up your knowledge base.

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

Insert an Instant Reply into a Gmail reply.