Reply templates (macros) for faster responses

Draft — written from product facts + domain knowledge; UI labels to be verified before publishing.

Reply templates (also called macros or canned responses) are saved replies you insert into the Unified Inbox composer with one click. Most cold-email replies fall into a handful of buckets — "send me more info", "who are you?", "not now, try next quarter", "book a time" — and a good template set lets you clear those in seconds while keeping the wording consistent across your team.

Steps: create a template

In the left nav, click Inbox.
Open any conversation and click Reply.
In the composer toolbar, click Templates, then Manage templates. (Templates can also be managed under Settings → Reply Templates.)
Click New template.
Enter a Name that describes the situation, for example Interested – send calendar link.
Optionally enter a Subject. Leave it blank to keep the existing thread subject (recommended for replies).
Write the Body. Use Variables to personalize: lead fields such as {{first_name}} and {{company}}, and sender fields such as {{sender_name}}, {{sender_email}} and {{signature}}.
Choose Visibility: Private (only you) or Shared (everyone in the workspace).
Click Save.

Steps: use a template in a reply

Open the conversation and click Reply.
Click Templates and pick one from the list, or start typing / followed by the template name to search.
The body is inserted with variables already filled from the lead and the sending mailbox. Edit anything specific to this lead.
Click Send.

Recommended starter set


Template name	Use for	Key line
Interested – book a call	Category Interested	"Here is my calendar: {{calendar\_link}}. Pick any 20-minute slot."
More info	"Send me details"	Two sentences plus one link; no attachments.
Wrong person	"Not me, try X"	"Thanks — could you point me to the right person, or may I mention you referred me?"
Not now	"Try again in Q1"	"Understood. I will reach out in {{month}}. Anything changing before then?"
Out of office follow-up	Lead is back	"Welcome back — following up on my note from last week."
Unsubscribe confirmation	"Remove me"	"Done — you will not hear from us again."

Tips

Keep templates short (under 80 words). The lead already replied; you are moving to a next step, not pitching again.
Store the calendar link as a sender variable or in the signature so one template works for every team member.
Review templates monthly. Replace any that get edited every time they are used — that means the template is wrong.
Pair templates with reply categories: open the Interested filter and use one template for the whole batch.
Templates are for the Unified Inbox only. Sequence emails are written in the campaign editor and support the same variables and Spintext.

Troubleshooting

A variable shows as empty in the sent reply. The lead record does not have that field. Use Preview before sending, or add a fallback value such as {{first_name|there}} if supported.
Template not visible to a teammate. It is saved as Private. Edit it and switch Visibility to Shared.
The signature appears twice. The mailbox signature is added automatically; remove {{signature}} from the template body.

Reply, forward and attach files from the Unified Inbox
AI reply suggestions
Schedule a reply and set follow-up reminders
Custom lead labels and how they relate to AI reply categories
Using variables in email content

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More in Unified Inbox

Unified Inbox overview: every reply from every mailbox and channel in one place→Reply, forward and attach files from the Unified Inbox→Schedule a reply and set follow-up reminders→Custom lead labels and how they relate to AI reply categories→AI reply suggestions→Auto-pause and resume on out-of-office replies→Positive-reply notifications (email, Slack, push)→Filters, folders and assigning conversations to teammates→