Create text blocks for replies

Create text blocks for replies

A text block is a saved response, such as your business hours or instructions on how to reschedule an appointment. You create it once and insert it into your reply in a conversation with a single tap (see “Messages”).

Here's how to get there: Support → Messages, then tap Saved replies at the top of the page (/manager/tickets/settings). Organization admins can also access it via Management → Messages → Saved replies (/tenantadmin/tickets/settings). Staff members do not have access to this page.

The List

If there are no entries, it shows “No saved replies yet” and “Write the answers you give often once, then insert them with a single tap.”. If there are entries, each row displays the Name of the module, a “Inactive” if it is disabled, and the first two lines of the text. Tapping a row opens the “Edit saved reply” window.

In addition to the building blocks from your organization, the list also shows those created by Terminz for everyone. You can read these and use them when replying, but you cannot create, edit, or delete them.

Create or Edit a Text Module

New saved reply opens window “New saved reply”; tapping a line opens window “Edit saved reply”. The fields:

• Name: Required. The name appears only in the list, never to the customer; for example, “Opening hours”.
• Reply text: Required. The text that is inserted into the reply.
• Active: A toggle switch. Only active text blocks appear when replying.

Use Save to create the text block or save your changes; Cancel closes the window. If saving fails, “Saving did not work. Please try again.” will appear there.

Delete

In the “Edit saved reply” window, there is Delete. Before that, Terminz asks “Delete saved reply?” and says: “'Opening Hours' will be deleted. Messages that have already been sent will remain as they are.” (with the name of your text block). If you just don't need the text block for a while, turn off Active instead.

Using a Text Block

In a conversation, tap Saved replies at the bottom. The list shows only active blocks. The search field “Search saved replies” filters by name and text. Tapping adds the text to your draft on a new line; you can edit it afterward and then send it.

Frequently Asked Questions

Can I insert placeholders, such as the customer's name? No, the text is inserted exactly as you saved it.

Do my text blocks apply to my entire team? They apply to the entire organization: all managers and organization admins with the same locations can view and edit the same list. The note “Visible only to the team” next to the name means the customer will never see that name.

Why do I see text blocks that I never created? Terminz can save blocks for everyone. They appear in the list, but you can neither edit nor delete them.

I disabled a text block—where is it? It's in the list, marked with “Inactive”. Re-enable Active, and it will reappear when you reply.

Do staff members have text blocks? The page and the button in the conversation are for managers and organization admins.

Is there a shortcut for quick insertion? No, there isn't one in the fields on the page. The interface also recognizes shortcuts, subject, category, and occasion assignments, but the page doesn't display them.