Explanation
Presets allow you to create predefined text snippets in advance and to insert them directly into tickets, then replying in Swat.io Inbox. These can include frequently used answers and hints, groups of hashtags or greetings. You can also personalize them using placeholders.
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 presets
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.
Should you not see any preset available when replying to comments this means, that no reply templates have yet been defined in the Inbox 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 general “Workspace Settings” by clicking on your account name in the lower-left corner.
Then, navigate to the “Inbox settings” section.
Here, you will find the “Presets” menu, where you can add new reply templates.
After clicking “Add Preset”, 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 |