Reply templates
Shared ready-made texts for the organisation, with variables (recipient name, subject, date), inserted with one pick in a new message, reply or forward.
Updated 19.10.2026
Table of contents
A reply template is a ready-made text — say, an order confirmation or the answer to a frequent question — that you insert in the editor instead of writing it from scratch. Templates are shared across the whole organisation.
Who can do what
| Role | Permission |
|---|---|
| Administrators and people with the helpdesk permission | Create, edit and delete templates under Settings → Reply templates. |
| Anyone allowed to send mail | Inserts templates in the message window. |
Creating a template
Settings → Reply templates → New template. The form has two fields: Name (what you'll see in the picker) and Text in a rich-text editor.
Below the editor are the Insert a variable buttons — each one inserts a placeholder in double curly braces at the cursor:
| Button | Placeholder | What gets filled in |
|---|---|---|
| Recipient first name | {{recipient_first_name}} |
The first word of the recipient's name |
| Recipient name | {{recipient_name}} |
The recipient's full name |
| Recipient email | {{recipient_email}} |
The recipient's address |
| My name | {{my_name}} |
Your name in Faldro |
| My email | {{my_email}} |
Your Faldro account's address |
| Company name | {{organization}} |
The active organisation's name |
| Message subject | {{subject}} |
The thread subject or the subject you typed |
| Today's date | {{date}} |
The date in your language's format, e.g. "19 October 2026" |
Variables are filled in at the moment the template is inserted. When a value is unknown — e.g. the recipient's message came with an address only, no name — the placeholder simply disappears. So write "Hello {{recipient_first_name}}," in a way that still reads well without a name.
The templates list has Edit and Delete buttons (with confirmation). The text is cleaned of unsafe HTML, just like signatures.
Inserting into a message
The new message window, the reply under a thread and the forward form have a Template field with the "Insert a template…" list. The field only appears when the organisation has at least one template.
The chosen template is inserted at the cursor; if the cursor isn't in the editor, above the signature rather than below it. The list resets to "Insert a template…", so you can insert the same template again. Once inserted, the text is ordinary content — edit it as you like.
Where the recipient comes from:
- a reply in a thread — the sender of the last incoming message (the same person the reply goes to);
- a new message and a forward — the first address in the To field at the moment of inserting. The recipients field holds bare addresses only, so only
{{recipient_email}}gets filled in, and the recipient's name stays empty. Enter the recipient before picking a template.
Changes to a template in settings show up in any message window opened after saving.
Did not find the answer?
Check the help section with typical problems or write to us — we reply on working days.