Respond to common customer queries in two clicks
using the ReplyManager customizable message templates.

Message templates save you time by pre-populating information for common replies you send.  These can be customised for your various sales channels, and by language. Choose from a number of sample templates created by ReplyManager or create your own unique templates.

  1. Directions
  2. Add
  3. Name
  4. Choose Type
  5. Activate
  6. Write
  7. Usage Conditions
  8. Save




Step 1
To add a template to your ReplyManager account,simply click Messages>Templates


Step 2
Click ‘+ Add Message Template’  


Step 3
Enter Template name. Create a memorable name which explains what the message contains.

Step 4
Select how the template will be used.
Templates are available to use with:

Support agent messages only
This template can only be used by support agents when replying to customers.

Support agent messages & Auto-replies
This template can be used by support agents and can be sent as an auto-reply.

This template can only be sent using auto-reply. When the conditions are met, this template will be triggered and sent.
Remember to set your auto-responding conditions.

Rule Only
This template can only be used with a rule. When you create a rule in xSellco Helpdesk, you can select a template to be triggered when the rule fires.
This template will only work with that rule.

Step 5

Select ‘Active Template’ to start using this template.


Step 6
If you deal with customers who speak different languages, you can simply create templates in multiple languages.
Enter message ‘Subject’ title that will appear in the mail subject. This field supports SmartTags. SmartTags make it easier to add a block of text/information to messages eg. company address, return policy, product care information, etc.

Type the message you want to send to customers in this body field. This field also supports SmartTags.

Things to Note:
Exclude your auto-signature from this which is created separately.
Your message will not be translated within the template section, you must enter the desired language into the message body text.

Step 7

Set Usage Conditions to determine what conditions define the template as an appropriate response to a message. You can leave this field blank if you wish to send a response to any message. Select marketplace channel associated with the message. Enter conditional subject wording. For the following items select an appropriate option from the dropdown menus:

  • Query Type
  • Order Status
  • Order Fulfillment
  • Delivery Date

Step 8 

Change message status - This field determines whether using this template will default the message thread to ‘Open’ or ‘Closed’ status.

When you have completed all fields, click ‘Create Channel Message Template’.

Similar guides:
Create Sample Templates
Create Auto-responses

Need to know more? Contact our team on