With Inbox templates, you can create predefined text snippets or full responses and insert them directly into tickets. These can include frequently used replies, notes or signatures. By using placeholders, you can also personalize them. All templates saved here are available across the entire workspace.
Info: This feature is included in our Large- and Custom-packages. You can find more details on the packages and the included features here.
How to use templates
Reply templates can be inserted into any ticket when responding to a comment or message. To do so, click the “Insert preset” button located directly below the input field inside a ticket in Inbox.
In case you do not see any preset available when replying to a comment, you have not yet saved any in the workspace-settings.
Creating and editing presets
Info: In order to access the workspace-settings in Swat.io, you need permissions as “workspace manager”. In case you don’t have this permission, please contact your Swat.io administrator.
Open the settings by clicking your username in the bottom left corner and select "settings" from the menu.
If you have the required permissions in Swat.io, you will see the section "workspace" in the left menu, where you will find the “Inbox Templates”.
After clicking “Add Template”, you can assign a title and enter the text for your template. You will also see an overview of all existing presets, which you can edit or delete from this view.
Quick Tip: When creating new presets, use placeholders - for example, for the name of the user (comment author) or the name of the Swat.io user replying to the comment.
Available placeholders
Placeholder | Description |
{{user_first_name}} | First name of the user being replied to |
{{user_last_name}} | Last name of the user being replied to |
{{admin_first_name}} | First name of the Swat.io user |
{{admin_last_name}} | Last name of the Swat.io user |
{{admin_initials}} | Initials of the Swat.io user in uppercase |
{{admin_initials_lower}} | Initials of the Swat.io user in lowercase |