NavoChatAdministration
Manage team reply templates
Maintain consistent, searchable team responses that agents can adapt before sending.
Updated 2026-07-24For: Supervisors
A template should provide reliable facts and phrasing, not pretend to be a final answer for every customer.
Steps
Create the template
Go to Settings → Reply templates and add a clear title, body, and memorable shortcut.
Avoid sensitive values
Never include real customers, accounts, secrets, or internal links in a shared template.
Keep it editable
Use obvious placeholders for values an agent must confirm so incorrect data is not sent.
Review regularly
Update templates when policy or process changes and remove duplicates or outdated responses.