---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Use Response templates in chat

# Use Response templates in chat {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
HR agents can use response templates as reusable messages that you can use related to
an interaction.

## 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](https://servicenow-prod.fluidtopics.net/lV~Vm1T7RaJsakTdqe2U6g#hr-templated-snippets "You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.").  
Note:  
Currently, chat is only available for Interactions in HR Service Delivery Agent Workspace.

## Procedure

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