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Tutorials｜Quick Template

  • Updated

    # Function Overview

    Quick Templates is a tool that helps customer service and sales teams save reply time and maintain message quality. You can save frequently used responses as templates and apply them with one click when replying to customers, greatly improving work efficiency!

     

    ⚡️ Key Features

    • Supports multiple formats: text, images, videos, and files can all be included in a template

    • Category management: create custom categories and search templates by category, up to 100 categories

    • Multiple creation methods: manual creation, Excel bulk import, one-click conversion from chat messages

    • Flexible scaling: purchase additional template quota based on your plan to meet growing team needs

    Common Use Cases

    • Answering high-frequency customer questions (e.g., shipping fees, returns, event schedules)
    • Teams that require consistent messaging (e.g., marketing broadcasts, customer support replies)
    • Reducing input errors or missing key information

    # How to Create/Edit Templates

    Method 1: Manual Single-Template Creation

    On the “Quick Templates” page, click “New Template,” enter the template name, category, and content in order, then click “Save” to add the template to your list and use it immediately.

     

    Step 1: Add a new category or template, or click an existing template on the left to edit

    ⚠️ Each organization can create up to 100 categories

     

    Step 2: Edit the template content. Fill in the template name, category, and content in order.

    ⚠️ Each template can include up to 5 message modules

    • Channels such as Line and Web chat support text, images, videos, and files; FB, IG, and WhatsApp support text modules only
    • Text: each message <1600 characters
    • Image: file size < 10 MB.  max dimensions= 4096×4096 px
    • Video (mp4, mov): file size <100 MB. max dimensions= 1920×1080 px
    • File (pdf, xlsx, doc): file size <100 MB

     

    Method 2: Bulk Import (Updated 2025-06)

    Ideal for teams with large existing FAQs or common responses—create many templates at once and save manual entry time.

    ⚠️ Notes:

    • Template content must be plain text
    • Total imported templates + existing templates must not exceed your quota
    • This feature requires an Admin-level role or above
    • Currently available on desktop only; bulk import is not supported on mobile

    Step 1: On the “Quick Templates” page, click “Import”

     

    Step 2: In the import dialog, download the template example

     

    Step 3: In the downloaded Excel file, enter channel type, channel name, template category, template name, and content, then upload.

    Excel Filling Guidelines:

    • Each new template uses one quota unit
    • Specify “Channel” (must match CAAC system). To apply the same content to multiple channels, duplicate the row with the same title and content but different channels.
    • In a single organization (across all channels), template names and category names must be unique
    • If a template title and category exactly match an existing one, the new content will overwrite the old template
    • Up to 200 templates per import

     

    Step 4: After upload, the system will validate and display success and failure results.

    • On success, you’ll see this confirmation
    • On failure, check the UI warnings or click “Download Error Report.” The rightmost column shows failure reasons—fix and reupload.

      ⚠️ The system will first block these errors via UI checks (they won’t appear in the error report):

      • Import rows exceed 200
      • New templates exceed your quota
      • New categories exceed your category limit

     

    Method 3: Convert Sent Messages (Updated 2025-06)

    Quickly save past replies as templates without copying and pasting—ideal for extracting common phrasing from real conversations.

    ⚠️ Notes:

    • This feature converts text messages only
    • Available to roles with “Quick Template Setup” permission (Owner, Primary Admin, Admin)

     

    Step 1: As Owner, Primary Admin, or Admin, click “More” beside the message and select “Convert to Template”

     

    Step 2: In the template editor, click “Reset” to restore the original message; you can also modify the text before saving.

     

    Step 3: After saving, the template is added to your list. ⚠️ Check the channel where you saved it.

    Failure conditions:

    • The template quota has been reached. To add more, contact Crescendo Lab’s Customer Success team to purchase extra quota or have an admin delete old templates.
    • Category count reached the limit; each organization can create up to 100 categories.

     

    # How to Send Templates

    Step 1: In the chat input box, click the lightning icon.

     

    Step 2: The template list opens on the right. Browse by category or search by keyword.

     

    Step 3: Click a template to insert it into the input box, edit if needed, then send.

    ⚠️ Edits in the preview do not overwrite the original template.

     

    # Template Quota

    Your template quota varies by plan and is shared across all channels.

    ⚠️ If you reach your quota limit, contact Crescendo Lab’s Customer Success team to purchase more, or have an admin delete old templates before adding new ones.

     

    You can view your current template count and quota here:

     

    # FAQ

    Q. Who can create and edit Quick Templates?

    A. Owners, Primary Admins, and Admins can bulk import templates, convert messages to templates, and edit/delete templates.

     

    Q. What if I encounter errors when bulk importing templates?

    A. The system generates an error report showing the failed rows and reasons. Correct the issues and reupload.

     

    Q. What if I exceed my template quota?

    A. Contact Crescendo Lab’s Customer Success team to purchase more quota or delete old templates before adding new ones.

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