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Templates and AI help the team answer faster while keeping responses consistent. Connect360 chat settings

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Use A Template

Use Select Template from a conversation when the reply should use a saved message. Templates are useful for:
  • Re-opening a WhatsApp conversation after the service window expires.
  • Sending order updates.
  • Sending standard support answers.
  • Sharing campaign or offer language.
If a template has variables, fill the requested values before sending.

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Use AI Writing Help

AI writing actions can help continue, shorten, lengthen, simplify, or adjust the tone of a draft. Review the final message before sending. AI help should speed up writing, not replace staff judgment.

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Use Auto Reply

AI auto-reply lets an assigned agent answer incoming messages automatically. Set the default agent and routing rules in Auto Reply Routing. For a single conversation, use the chat sidebar to toggle AI auto-reply when a human should take over.

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Use Translation

Translation helps when staff and customers use different languages. Keep messages simple and check important order details before sending.