Response templates in Agent Workspace for HR Case Management

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

    • Response templates provide you with information on resolving an HR case or HR task or how to help an employee making an inquiry.

    Response templates help you to be efficient and consistent when working on similar HR cases.

    Response templates provide reusable messages. Copy and paste these messages into an email, chat, comments, work notes, or use as talking points when on the phone.

    Response template channels

    Response template channels segregate your response templates into media categories. You may want responses to have slightly different text in a chat response compared to an email response. Or, you don't want a specific template to appear for chat. The base system provides the following channels:
    • Chat
    • Email
    • Form
      Note:
      Form provides text you can use in the comments or work notes on an HR case.
    For more information on setting up a response template channel, see Create a response template channel.

    For more information on setting up response templates, see Response templates for HR Service Delivery.