Templates and signatures

Both live under Settings, in the Personal group, and both show up in the composer.

Templates

A template is a saved reply. The bolt button under the editor inserts one, and the variables are filled in from the conversation as it lands:

Variable	Becomes
{{first_name}}	The customer’s first name
{{name}}	Their full name
{{email}}	Their address
{{my_name}}	Your name
{{mailbox_name}}	The inbox you are replying from
{{subject}}	The conversation’s subject

Settings → Templates → New template. A name, an optional folder, which inbox it is available in (all, or one), and the text. Templates are shared by the whole workspace: anyone can make one and anyone can use it. The list shows how many times each has been used, which is how you find the ones worth improving and the ones to delete.

Write templates late, like rules. Once you have typed the same answer three times you know what the template should say.

Signatures

A signature is appended when a message is sent, not shown in the editor, so it never gets in the way of the words. The line above the toolbar says which one will be used, and you can switch or pick No signature for one message.

Settings → Signatures → Add signature. A name, which inbox it is for, the text, and whether it is your default. Which signature is used works like this:

1. Your signature for this specific inbox, if you made one.
2. Otherwise your default signature.
3. Otherwise the workspace’s shared signature for the inbox, if an admin made one.

Owners and admins can mark a signature Shared with the whole workspace, which gives everyone a signature for support@ without each person making their own. Your own signature still wins if you have one.