Say hello to Answer Templates in Community! Account admins can now use Answer Templates to quickly and easily reply to fans. Templates can also free Community Manager from repeatedly copying and pasting messages as a form of reply.
Answer Templates is also a new section in the Community menu. In this section, account admins can create, delete and edit templates.
Using Answer Templates is quick and easy
Templates can be accessed both from the feeds or from the ‘view whole thread’ view. In addition, they can be used as follows:
- Choose a template from the side panel
Open the side panel from the ‘view whole thread’ view
- Choose one of the shortcodes from the bar at the bottom of the reply text area
Shortcodes sorted by name are at the bottom of text area, both in the feeds and ‘view whole thread’ views
- Type a message (plus) and shortcode
When a Community Manager types their message, they can insert the plus sign and follow up with characters of any shortcode of any template. The dropdown menu will show a list of filtered templates (this works the same as mentioning someone on Facebook). The Community Manager can use the template either by clicking on it or pressing the up & down arrows and then pressing the enter key.
What happens when a template is used?
When a template is used, its text is pasted into the text area. The message is not sent to the fan automatically upon using a template.
The message can be also normally edited. When the Community Manager feels happy the final message, they can then send it as usual.
Where is the template pasted?
- If the reply text area is not empty, the template is pasted at the cursor's position.
- If the text area is not active (there is no cursor in it), the template is pasted at the end of the text area.
Added December 18, 2017