Using a Response template in chat

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use response templates as reusable messages that you can copy and paste into a chat.

    Before you begin

    Role required: sn_hr_core.case_writer

    The Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin must be activated to use response templates in chat. For more information, see Response templates for HR Service Delivery.

    Note:
    Currently, chat is only available for Interactions in Agent Workspace for HR Case Management.

    Procedure

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. Ensure your Inbox status is set to Available.
    3. When a chat routes to you, select Accept.
    4. An interaction record automatically creates and you can start chatting with the employee.
      To display response templates, enter /r in the chat area and a list of response templates appear.
    5. Select the response template and the text appears in the chat window.
    6. Select the Send button to transmit the message.