Templates / Quick Replies
Templates (also called quick replies) are saved messages your team can drop into a
conversation instantly. They keep responses fast, consistent, and on-brand — and they
support variables like {{name}} so a canned reply still feels personal.
Anatomy of a template
| Field | Description |
|---|---|
| Name | A short label so agents can find it quickly. |
| Category | One of: Greeting, Support, Sales, Billing, Shipping, Closing. |
| Content | The message body, including any {{variables}}. |
| Variables | The variable names detected in the content (for example name, order_id). |
Variables
Put a variable in double curly braces, like {{name}}. When the template is used, the
variable is replaced with the matching value (for example, the contact’s name).
Hi {{name}}, thanks for reaching out! How can we help today?The same {{name}} token works in automations and
broadcasts, so your personalized copy is consistent everywhere.
Organizing with categories
Group templates by category so agents can scan to the right one:
Managing templates
- Agents can browse and use templates, and filter the library by category or search.
- Admins create, edit, and delete templates.
Loopwave tracks how often each template is used, so you can see which canned replies actually earn their place.
Automate the first reply→Turn a greeting template into an instant welcome auto-reply.