# Chatbot Response Templates
Create and manage reusable response templates to ensure consistent, on-brand chatbot answers for common scenarios.
What Are Response Templates?
Response templates are pre-written answers that the chatbot can use for specific types of queries. They are useful for:
- Greeting messages
- Fallback messages (when no answer is found)
- Escalation messages
- Common procedural answers
Accessing Templates
- Go to Settings → Chatbot → Response Templates.
- View existing templates or click + New Template to create one.
Creating a Template
| Field | Description |
|---|---|
| Template Name | Internal name for identifying the template. |
| Trigger Type | When this template is used (greeting, fallback, etc.). |
| Message Text | The actual response text shown to users. |
| Variables | Insert dynamic values like {{user_name}} if available. |
Supported Variables
| Variable | Description |
|---|---|
{{user_name}} |
Name of the logged-in user. |
{{date}} |
Current date. |
{{portal_name}} |
Name of your knowledge base portal. |
Template Types
- Welcome Template – Shown when a user first opens the chat.
- Fallback Template – Shown when no answer is found.
- Escalation Template – Shown when handing off to human support.
- Goodbye Template – Shown when the user ends the conversation.
Summary
Response templates give you control over the tone and messaging of your chatbot, ensuring every interaction feels consistent and professional.