Understanding message templates and folders
Message templates are your saved responses to common questions. They allow you to respond faster to inbound messages, lessen the repetitive nature of replying to frequently asked questions, and for your team to have a unified voice in what you tell your customers.
Front allows you to create individual and shared message templates. Individual message templates are visible to only you, and shared message templates can be visible to your teammates on the inbox level. Both admins and regular members can create message templates.
Create a message template
From the composer
In your composer, draft up your message, including any dynamic variables, that you want to save as a message template.
Click the message template icon in the composer toolbar to open the message template menu. Select New from draft.
You will see a pop-up box to save the message template. Enter the name, choose whether you want to save it as a private or shared template, pick a folder to nest it under if needed, and make any last edits. Then click Create. This message template will now be available for future use.
You can edit your message templates at any time in your settings following the steps here, including specifying which inboxes the message template should be available to.
Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with, and select Message templates.
For companies with multiple Workspaces, shared message templates are set up per Workspace.
Click the Add a template button.
Write your message template, including any variables if needed. If you add a subject, the subject will update when you use the message template and override the previous subject.
Tip: highlight the text that should be edited or personalized before you send the message template, so that the text stands out.
Optional: In the File template under setting, select the message template folder this template should be added to.
In the Make available for any inbox setting, select the inboxes that should have access to the template when replying in the composer. To grant access to all inboxes in the team, toggle the setting on.
Message template availability
To learn how to make message templates available to specific inboxes, see this article.
Organize with folders
You may already have or plan to create dozens of message templates, so it's helpful to use folders to enable yourself and your team to find and use message templates quickly. You can nest up to 5 layers of folders.
Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with, and open the Message templates section.
Click on the Add a folder button at the top to create a new folder. To nest this folder under other existing folders, select the folder in the File folder under setting.
To move message templates into your folders, hover on the message template and you will see a checkbox appear to its left. Check off the templates that you'd like to move into a folder. You can also check the box to the left of the Delete button to select all.
Click the Move button at the top and you will see a menu to select which folder to move the message templates into. Choose the folder and click Move.
Now, you will see the folders in the Message templates menu when you insert a message template. You can also search for the name of a folder to quickly pull it up and browse through its contents before inserting the correct message template.
Use a message template
Via the composer icon
To insert a message template you've created, click the message templates icon in the composer toolbar to open the message templates menu. You can type keywords to search for a message template or scroll through the list, then hover on one to see a preview of it.
Click the message templates to insert it, then make edits as you wish before sending.
Via quick insert
You can also quickly find and insert a message template into your message without leaving your keyboard. Type /template or a forward slash in your composer, type the name of your message template, then press Enter to insert it.
Edit a message template
You can also edit message templates from both the composer and the Settings menu similar to above. For step-by-step instructions, see here.
Message template analytics
Message Templates report
The Message Templates report allows you to gauge how often your team is using message templates, and narrow in on template-specific metrics. For more information about the Message Templates report, check out this article.
Note that the Message Templates report only includes messages sent by teammates; message templates sent by auto-replies or sequences are excluded.
Track automated message templates
If you'd like to track how often a message template is being sent out by an auto-reply rule, you can do so by adding a rule to automatically tag the conversations where you've sent the message template.
You can create a rule triggered by an outbound message, if the body of the outbound message contains a unique snippet from your message templates, then add the tag to track this message templates. You can then run analytics reports on the tag to see how often the templates are being used. Use this workflow for each of the message templates you want to track.
This feature is available on all plans.
Is there a way to create individual canned responses?
Hi Joyce, yes! If you go to Settings, Responses, click in to any of your responses and select Inboxes. That's where you can set it to only show for yourself.
Cori Morris great thank you!
Another question - is there a plan to make organizing/finding canned responses easier? (folders would be awesome)
Joyce, we're getting ready to launch a new design for canned responses. It will separate private and team responses. You should expect to see this announcement in the next few weeks.
Cori Morris Could you elaborate on this? Or is there any way to give me a quick demo/design overview? We're evaluating whether to make the switch to Front for our support team (we're currently on the trial.) And canned responses is one of the major barriers for us right now.
Joyce, sure! Your Account Manager will reach out with more info.
Canned responses are fantastic! Thank you! A great addition for us would be a way to include a placeholder within canned responses which had to be replaced before sending became possible. To avoid team members accidentally sending an email containing a placeholder symbol (in cases where variables aren't appropriate / available).
Great suggestion! I'll be happy to add this to our list of requests.
Sarah, we've decided that this isn't a feature we're going to prioritize right now, but the best way to accomplish this in the interim is to utilize the highlight tool.
Links I'm using in canned responses don't show up as links in my actual response, just plain text. Why?
Sorry for the delayed reply.
This shouldn't be the case. Could you please provide me with the conversation ID for the message you are experiencing these issues with? Feel free to email it to firstname.lastname@example.org
You will need to click on the “i" next to the subject line, and copy the Conversation ID. Please share it with us so that we can investigate.
We loved the templates but since the update we cannot use some of them. I explain it appears that some aprt of our templates that should modifiable are not anymore. As per my pdf attached, we shoukd be able to modify the part in red but we cannot. Those are past from Word, could this be the issue ?
question or suggestion: is there a way to automatically fill in a contact in the To: or CC: line when a canned response is selected? There is a particular canned response that I use where I always CC: a particular contact. Would be great if that was automated. I don't think it's currently doable, so maybe a suggestion for future development?
Hi Joe , that would be a feature request! You're right that we don't currently have this available, but I've logged it for our team. Thank you for the suggestion!
Helena Li any progress on this?
Hi Joe Hemsing , No updates just yet, but we will be sure to let you know once we roll it out!
Hello. I was just browsing around this "canned responses" topic, and I wanted to look at the existing canned responses that we have access to -- like out-of-office response (there appears to be a drop-down menu at the "lines-with-a-lightning-bolt" icon). But I don't see any existing canned responses.
Does that feature still exist? Thanks.
Cori Morris How is the functionality different between a signature and a canned response, within Front?
Is there a feature where I can make a draft for a delegated account and then they could just review it and send it?
Hi, do you plan to add HTML support in canned responses ? Would be great to integrate our design into a personalized email.
Angelo Blot Hi Angelo, HTML in canned responses is not currently confirmed on our roadmap, but it is a feature request that we are actively tracking! We've added a vote to this feature for you.
Helena Thx ! I couldn't find it in the Trello roadmap, maybe I missed it...
Angelo Blot We don't actually add every single feature to this public roadmap, as we have way too many of them 😅We track most of them internally, and add the more popular ones to the public roadmap!
Helena Li 👍🙏