Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
Prepared phrases for feedback you give often. A time-saver, and a way to make reviews sound generic.
Create one
- Click your profile icon, choose Settings, and under Personal settings select Templates.
- Click Create template and enter a Template name.
- Choose where it should appear: Reviews and disputes, Pins or Coaching.
- Enter the content, leaving a clear place for the detail specific to one conversation, and click Create template.
They sit in your personal settings, which tells you what they are: your own phrasing, not a team standard. Templates are personal and accessible only to you, so if one ought to be how everybody words something, agreeing it as a team and each person saving it is the only way. Nothing here pushes a template to the workspace.
The destination matters more than it looks. A template written for reviewing does not turn up in a coaching session by itself, so if a phrase you saved is not where you expected it, that choice in step three is where to look.
What they are good for
The explanation part. Why confirming the issue first matters, what a complete reply contains, how the escalation process works. Those explanations are the same every time and take a paragraph to write.
What they must not replace
The specific observation. Which reply, which sentence, what the customer did next. That part is different every time and it is the part the agent needs.
A review that is only a template reads as a form letter, and agents recognise it immediately.
The shape that works
One line specific to this conversation, then the template explanation. The reader sees you looked at their work, and the reasoning is fuller than you would write from scratch.
Watch for template fatigue
An agent receiving the same paragraph three months running stops reading it. If a template is going out repeatedly to one person, the conversation to have is not another review.
Keep a few
Five or six covering the common cases. A long list takes as long to search as writing would.
Review them occasionally
Templates encode your standard, so they go stale when the process changes. Read them when you revise the scorecard.
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