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.

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.

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.

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"}}

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.

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.

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.