How to Add Email Templates
Create pre-written replies your team can reuse from Slack. Smart placeholders auto-fill with the customer's real data — so a polished, personalised response goes out in seconds instead of minutes.
What are templates?
Templates are saved email replies that live in your workspace. When an agent is handling a ticket from Slack, they click Templates, pick one, and the placeholders (like {name} or {subject}) automatically fill in with the customer's real data. The agent can then edit the editable section (if any) and hit send — the customer receives a normal email from your domain's address.
Smart variables
Wrap these in your template subject or body. They're replaced with real values the moment an agent picks the template.
{name}Customer's name from the email (e.g. "Sarah")
{email}Customer's email address
{subject}The email subject line
{date}Date the email was received
{agent}Name of the Slack agent handling the ticket
Body modes
Choose how much of the template is editable when an agent uses it in Slack.
Plain Text
Write the reply in normal text. The entire message is shown to the agent in Slack and they can freely edit any part of it before sending.
Editable HTML
Write the email in HTML and wrap one section in a special tag pair. Only that wrapped section is editable in Slack — the rest is locked and sent exactly as written. Good for branded emails with one fillable paragraph.
Static HTML
Full HTML with no editable section. The entire email is sent exactly as written — no editing step in Slack. Good for fully standardised replies where nothing should change.
How to create a template
Takes under two minutes from start to first use.
Navigate to Dashboard → Email Templates from the sidebar. This is where all your saved templates live.
Click Add Template to open the creation form. Give the template a name your team will recognise — for example Welcome Response or Refund Policy. This name is internal only and never shown to customers.
Enter an email subject — you can use {subject} here to auto-fill from the customer's original email. Then write the body using plain text or HTML. Add any placeholders you need ({name}, {agent}, etc.) and choose the appropriate body mode for your use case.
Click Create Template to save. Your template is now available to everyone on your team. When an agent replies to a ticket from Slack, they click Templates, pick this one, and the placeholders auto-fill with the customer's real data before sending.
Managing templates
Edit or remove templates at any time from the Templates tab.
Edit
Update the name, subject, or body of any template at any time. Changes apply to future uses immediately — past emails are unaffected.
Delete
Remove a template permanently. This does not affect emails already sent using it — only future use is prevented.
Plan requirement
Creating new templates requires an active paid plan. If your plan has expired or you haven't subscribed yet, the save button will fail and prompt you to upgrade. View plans. Viewing and using existing templates still works normally on any plan.