# Using Templates
## 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.
{% hint style="info" %}
**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.
{% endhint %}
## 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.
{% hint style="info" %}
Read more about the [Liquid Templating Language](https://shopify.github.io/liquid/basics/introduction/).
{% endhint %}
### 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"}}`
{% hint style="warning" %}
When using templates when composing a New Ticket, `customer.first_name`, `customer.last_name`, and `ticket.id` are not available.
{% endhint %}
## 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.
{% hint style="warning" %}
Smaller images are better! Including images with a large file size may affect deliverability of your agents' replies.
{% endhint %}
## 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.
