Reply templates are saved reply texts you can insert into a reply instead of typing it from scratch. They keep your replies consistent and save time on common cases like five-star thank-yous. Templates are also used by auto-replies. Open Reviews → Templates in the sidebar.
Layout
The header has a New template button. Below it:
- A search field (Search templates…).
- A scope filter: All scopes, Team or Personal.
- A tone filter: All tones, Positive, Neutral or Negative.
The table lists your templates:
| Column | What it means |
|---|---|
| Name | Template name. Click the header to sort. |
| Scope | Team — shared with all users; Personal — visible only to you. |
| Tone | The kind of review the template is meant for: positive, neutral or negative. |
| Owner | Who created the template. |
| Used | How many times the template has been used. Click the header to sort. |
| Created | When the template was created. Click the header to sort. |
| Actions | Edit (pencil) and delete (trash). |
Template dialog
New template and Edit template open the same form:
| Field | What it means |
|---|---|
| Name | Required. For example Five-star thank you. |
| Scope | Team — shared or Personal — only me. |
| Tone | Positive, Neutral or Negative. |
| Body | Required. The reply text with optional placeholders. |
Click Create (or Save changes).
Placeholders
When a template is inserted into a reply, these placeholders are replaced with the review's details:
| Placeholder | Replaced with |
|---|---|
{author} | The reviewer's name. |
{location} | The location name. |
{rating} | The star rating. |
Example: Thank you, {author}! We're glad you enjoyed your visit to {location}.
Using templates
In the reply editor on the Reviews page, either type / to open the template list or click Template, then choose a template. You can edit the inserted text before sending.
Deleting a template
Click the trash icon and confirm. Replies that already used the template stay unchanged, but the template is no longer available for new replies.