Manage reusable reply templates

Reusable reply templates keep your team's best wording close to the Case without turning customer communication into autopilot. Yesoma keeps the Library, curated starters, and reviewed AI suggestions separate so you always know what your workspace has approved.

Open the Templates workspace

Choose Templates from the workspace navigation. The left rail has three destinations:

• Library — replies already saved to your workspace.
• Discover — curated Yesoma starters and links to Community replies.
• AI suggestions — repeated team patterns that still require human review.

In Library, search by name, wording, tone, customer moment, team, or tag. Filter by channel, department, locale, or review owner, then sort by recently edited, most applied, or name. Use All replies, Quick Send, Active, Paused, Needs attention, or a customer-moment view to narrow the list. The filters stay in the page address, and large libraries are loaded in bounded pages instead of sending every template to the browser.

On a wide screen, the workspace uses the full page: navigation stays on the left, the dense reply Library stays in the center, and the selected reply's preview and details stay on the right. Choose anywhere in a row's reply, channel, team, status, application, or updated area to inspect it; the separate … button opens actions without changing the selection. Every row is also one keyboard-focusable selection control. The inspector shows customer-facing copy, personalization fields, status, Quick Send availability, application count, and last edit without leaving the Library. Drag the divider to resize the preview, or focus it and use the Left/Right arrow keys. Double-click the divider to reset its width.

For a reply that supports both channels, switch between Email and WhatsApp to see exactly how each version reads. The inspector also lists the normalized channel variants, fallback locale, responsible department, review owner, next review date, and tags. Template health explains only checks Yesoma can prove: unsupported automatic fields, a governed review date that is due, Paused availability, and manual [details] that must be filled before sending. Choose Review template to correct an issue, or activate a Paused reply directly from the inspector.

The selected reply stays in the page address, so refreshing or reopening that address returns to the same item. Opening Edit, Edit reply, or New template also records the open editor until you close or save it. That keeps the editor open if the page reconciles fresh server data while you are working. Search, filter, and editor interactions do not navigate away from the Library.

Start with Yesoma Essentials

Open Discover to find Yesoma Essentials, a versioned collection of 12 common customer moments: inquiry received, missing details, quote ready, booking or order confirmed, appointment or delivery reminder, progress or delay update, gentle follow-up, final close-the-loop, complaint acknowledgment, payment reminder, work complete, and honest review request.

Use the search bar to find a reply by name, customer moment, tone, or wording, or choose a customer moment from the filter. The compact card catalog makes it possible to scan the whole collection before opening a message. Choose Read full reply when you want the complete wording and Show less to return to the short preview.

Each starter clearly identifies its Email and WhatsApp availability and has independently written versions for both. Use the channel tabs to compare them; Email also shows its subject. Review before use identifies the business-specific detail or commitment that still needs a person. Automatic fields such as {{customer_first_name}} fill from the Case, while [square-bracket details] remain visible for you to replace or deliberately remove.

Choose Save to library to create one editable workspace family containing both channel versions. Repeating the action does not create another copy, and a future Yesoma catalog update never overwrites your edits. A WhatsApp starter is a saved reply, not proof of Meta approval. Normal publication, consent, service-window, provider-approval, assignment, and explicit send-review checks still apply.

Create a template

Agents, Managers, Admins, and Workspace Owners can choose New template, Edit from the selected reply inspector, or Edit reply from the row menu and inspector footer. Every entry point opens the same editor. Viewers can read and copy templates but cannot change the workspace Library. Agents may draft and submit versions; only Managers, Admins, and Workspace Owners may publish customer-available copy, change Active or Quick Send availability, import a CSV directly into the live Library, or delete a template.

Set a clear name, customer moment, channel, responsible department, fallback locale, optional review owner, searchable tags, and optional tone label. New or materially edited wording receives a review date 180 days later. Active templates can appear in matching Cases. Quick Send is available only for review requests, thank-yous, quote follow-ups, bookings, and payment reminders.

The saved record remains one template family. Inside it, Email and WhatsApp keep independent wording for every locale. Yesoma shows both the readable name and stored language-region code—for example, English (United States) · en-US or French (Canada) · fr-CA—in Library filters, rows, the editor, previews, and the inspector. Use the Email and WhatsApp tabs to switch channels and the language pills to switch an existing version. Choose Add language version to search common choices by language, country, or code; the picker separates the Fallback for Cases, versions already added to this template, recently used choices, and available languages. Existing choices are marked Added and cannot be duplicated. If a valid language is not listed, open Advanced · Enter custom locale code and enter its BCP-47 code. The fallback-locale selector contains only versions already present in the template, so the safe fallback is always visible.

Adding a language version asks Yesoma to create an AI-localized Email and WhatsApp draft from the fallback version. Yesoma preserves every {{automatic_field}}, keeps each channel's style and formatting, and does not invent facts. Nothing is saved automatically. Review the localized wording, fallbacks, and Email subject, then save a draft, submit it, or publish it according to your role. If localization fails, the copied source wording is marked Manual translation needed and saving remains blocked until you remove that branch or finish and explicitly mark the manual translation reviewed. Changing an Email version never silently rewrites WhatsApp, and changing one locale never rewrites another.

Email versions include an optional subject and the same safe formatting toolbar as a Case Email: 16 email-safe fonts, sizes, bold, italic, underline, strikethrough, colors, highlights, lists, alignment, links, clear formatting, Undo, and Redo. WhatsApp versions stay plain text. The right rail renders Email inside a desktop-mail preview and WhatsApp inside a mobile-chat preview, so spacing and wording can be reviewed in the correct channel context. SMS and Social are not enabled by this editor.

When WhatsApp is enabled, use WhatsApp policy pre-check in the right rail before publishing. The panel evaluates every WhatsApp locale and shows the exact open locale's likely Meta category, readiness percentage, and message-length, purpose/category, variable-placement, and recipient-control checks. A new template keeps Hi {{customer_first_name}}, as a writing prompt, but that greeting alone shows Add message content and leaves all four checks Pending rather than claiming a pass. Yesoma checks the actual message as well as the selected customer moment: review-solicitation wording or a {{review_link}}/{{review_destination}} field is treated as likely Marketing even when a Utility moment such as New inquiry was selected. Genuine operational New inquiry copy does not need a marketing opt-out warning. A warning explains what a reviewer should confirm; a blocker explains what must change. Choose a locale pill to jump to its WhatsApp copy. Recipient-control checking recognizes the standardized uppercase STOP keyword inside localized instructions. Apply safe fix appears only when Yesoma has vetted sender or opt-out wording for that selected language; the inserted sentence is written in that language and never copied from English. Other locales and findings use Edit WhatsApp copy so you control the wording.

You may save a draft with findings so work is not lost. A body longer than 1,024 characters cannot be published, and the immutable snapshot is checked again on the server and at the database publish boundary. Advisory warnings remain reviewable rather than silently blocking work. The panel is a pre-check, not a Meta approval result: Meta still decides the final category and approval after a published WhatsApp version is submitted from the template inspector.

Add information from the Case

Use Insert field for values Yesoma can resolve safely:

• {{customer_name}} or {{customer_first_name}}
• {{business_name}} or {{owner_name}}
• {{inquiry_subject}}
• {{review_link}} or {{review_destination}}

Put information Yesoma cannot know safely in [square brackets], such as [appointment date], [quoted price], or [service option]. The sender reviews those details before sending. An unsupported curly-brace field blocks the save so it cannot reach a customer as a broken token.

When an automatic field is present, Smart fallbacks lets you define what that specific channel and locale should say if the Case has no value. For example, {{customer_first_name}} can fall back to “valued customer” in one version and “bonjour” in another. Real Case data always wins. Fallbacks are limited to approved automatic fields, cleaned before saving, HTML-escaped in Email, and never turn into executable template logic.

The customer preview uses example values and the selected version's fallbacks. One revision snapshot contains the family and every submitted Email/WhatsApp locale version, so a partial publication cannot leave channels out of sync. Click the shaded area, press Escape, or choose Cancel/Close to leave the editor.

Draft, review, and publish a version

The live reply does not change merely because somebody opened the editor. Save draft records an immutable version for later work. For an Agent, the main action is Submit for review; the Agent may route it to one active Manager, Admin, or Workspace Owner or leave it in the general leadership queue. Managers, Admins, and Workspace Owners can choose Publish version directly when they have personally reviewed the exact content.

Open Version governance in the selected reply inspector to see the proposed version, the version still live, its author and assigned reviewer, change note, exact Email/WhatsApp and locale snapshots, automatic-field fallbacks, discussion, decision note, and prior versions. When a reviewer follows a bell or Dashboard review link, this review card appears first and expands the clearly labeled Currently published and Proposed version snapshots. A pending version never replaces the live version while it waits.

Open Activity in the inspector for a newest-first explanation of what changed, who acted, when it happened, and which version was affected. Managers, Admins, and Workspace Owners see the complete lifecycle. Agents see drafts they authored, their submissions, the decisions returned to them, and comments on those versions. Viewers see published-version history only. Activity is derived from immutable revision snapshots and append-only review comments, including concise setting and channel/locale changes without repeating entire message bodies.

For a template awaiting review, the normal Edit action becomes Review & edit. This unified editor starts from the submitted proposal and keeps Approve unchanged, Request changes, and Reject revision together in a visible review panel. If the reviewer changes any field, Approve unchanged becomes Save changes & publish. Yesoma then creates and publishes a new attributed version from those edits while preserving the submitted version in history. Requesting changes or rejecting never saves unsaved editor changes and never changes the live reply.

On desktop, the template fields and the review/preview rail scroll independently. The header and decision context remain available while you reach the final Tone and Tags fields or the final preview settings. On smaller screens, the editor returns to one continuous scroll.

Reviewers can leave an append-only comment and anchor it to the name, settings, subject, reply body, or fallbacks, plus a channel and locale when useful. They may then:

• Approve & publish — atomically makes the exact reviewed snapshot live.
• Request changes — preserves the current live reply and returns an actionable note to the author.
• Reject revision — records the decision and leaves the live reply unchanged.

The author sees recent review decisions in Notifications. A requested change also stays in Dashboard → Review actions until the author revises or resubmits it. Opening either item loads the returned snapshot directly in Edit and shows the reviewer decision plus every field, channel, and locale comment beside the editor. Resubmitting creates a new version rather than rewriting the reviewed one. An assigned review appears for that specific reviewer; an unassigned review appears for every Manager, Admin, and Workspace Owner. Leadership sees pending versions in both the notification bell and Dashboard → Needs approval, and either link opens the exact template and revision. The submitting Agent sees the version under the Dashboard approval area while it waits. After a decision, the pending item leaves the leadership queue and the author receives the result. Saving from Discover, Community, Marketplace, Academy, onboarding, or Quick Add uses the same governed path. CSV import is leadership-only because each valid row is published immediately with a recorded revision.

Submit a published WhatsApp version to Meta

Yesoma publication and Meta approval are two separate decisions. First, a Manager, Admin, or Workspace Owner publishes the exact reviewed Yesoma version. Then open that template in Library and use Meta template approval in the inspector. Each published WhatsApp language is submitted separately, so its status and rejection reason remain attached to the exact version and locale that Meta reviewed. Agents and Viewers can see these statuses but cannot submit or synchronize them.

Before submission, connect one healthy outbound Meta WhatsApp account for the workspace. Yesoma converts readable fields such as {{customer_first_name}} into Meta's numbered placeholders for the provider request while retaining the mapping and examples in its audit record. It also creates a version-specific provider name, so publishing a later Yesoma version never mutates the copy Meta previously reviewed.

The provider status moves through Not submitted, Submitting, Pending Meta review, Approved by Meta, Rejected by Meta, Paused by Meta, Disabled by Meta, or Sync needed. A signed Meta webhook normally updates this automatically. Choose Sync status when a result is delayed or Yesoma says synchronization is needed. If a network or provider response is ambiguous, Yesoma preserves the submission reservation and reconciles by provider ID or the unique version name; do not create another template blindly. A rejection keeps the Yesoma version published and shows Meta's reason so you can create, review, and publish a corrected Yesoma version before submitting that new locale.

An Approved by Meta status means the provider accepted that template version; it does not automatically change which reply Yesoma selects in a Case or enable a new sending path. Normal Case assignment, consent, connection, and send safeguards still apply.

Apply a template to a Case

Open Case Preview or Full Case, select the channel you are working in, and choose Saved templates. Yesoma shows active replies that fit that channel and prioritizes the relevant customer moment. For newly analyzed Cases, the AI also records the customer language detected from customer-authored message text. A name, phone number, address, or business location is never used to infer it.

Applying a template changes only the open channel draft. Yesoma chooses an exact approved locale first, then a safe same-language branch. If the language is unclear or no approved match exists, it uses the configured fallback and labels that choice in the template picker; it never silently machine-translates at send time. Automatic fields and configured fallbacks resolve before you see the draft, and real customer data takes precedence. Email formatting is preserved and the replacement is one Undo step; WhatsApp remains plain text. Older Case analyses use the fallback until Re-analyze captures language evidence. Replace every visible square-bracket detail and complete the normal grounding, approval, assignment, consent, provider, and send review. Choose Reset to AI to restore the prepared reply for that channel.

Applied counts selections, not confirmed deliveries. The count updates atomically when a teammate chooses a template, so simultaneous work does not lose usage.

Pause, reactivate, or delete

Pause a template when it should stop appearing in Case and Quick Send suggestions but its wording and history should remain available in Library. Activate it to restore use. Delete only when the saved copy is no longer needed; deletion asks for confirmation and cannot be undone.

Related

• Use the AI suggested reply — switch between prepared drafts and saved templates in a Case.
• Use Community templates and playbooks — save a shared reply into your editable Library.
• Bulk import from a spreadsheet — add existing plain-text templates from CSV.