Reply templates

A reply template is a standing piece of text you use again and again: the returns address, the delivery time or a friendly sign-off. It is inserted into the reply field with one click, and you can edit it before you send. A template is never sent by itself - you are the one who presses send.

Create a template

1. Go to Settings → Templates (the Replies group).
2. Click New template.
3. Write a Title (up to 80 characters) and a Text (up to 5,000 characters). What it looks like shows the text with example values as you type.
4. Click Save.

Templates apply to the whole shop. Everyone on the team can create, edit and delete them, and there can be up to 100. Edit next to a template opens it again, and Delete template removes it.

Use a template in a reply

The Templates button is in the bar under the reply field, both under Reply to customer and under Internal note (on a narrower screen it is only an icon). It opens a list with the title and first line of each template.

• Type in Search templates to find the right one. Use the arrow keys and Enter, or click the template.
• The text is inserted at the cursor, or at the end of the text if you have not clicked in the field. If the field is empty, it is replaced.
• Edit the text as usual and press send when you are ready.
• At the bottom of the list, Manage templates (or Create template, if there are none) takes you to Settings → Templates.

Variables

Write a variable in the text, and Nemma fills it in when the template is inserted. The variable names are fixed, and they look the same whatever language Nemma is set to:

• @fornavn - the customer's first name
• @navn - the customer's name
• @butik - the shop's name
• @sagsnr - the case number, for example #1077
• @dit_navn - your own name

In the template window, the buttons under Variables insert them where the cursor is. If Nemma is missing a piece of information, for example because the customer has no name, the variable is removed and the text around it is tidied up, so Hi @fornavn, becomes Hi,. If you write a word with @ that is not a variable, the window warns you, and the word stays as ordinary text. An email address such as info@yourshop.com is left alone.

The values come from the case, the shop and you - not from what the customer wrote. That is why there is no variable for the order number.

The standing acknowledgement uses the same variables (except @dit_navn). See Manual, Draft and Auto-send.