Templates
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Templates are predefined responses, which are stored for reuse at any time. Templates can be once defined and stored, and when you come across the same problem/scenario, you can just select it, your reply will be populated with the predefined answer. The administrator/staff can add templates. Incase you have the system settings like administrator needs to approve the templates, you can go to the 'Approve' section and approve the selected templates after viewing them and verifying that they are worth including in to the system for everybody's use.