It's pretty common for contact center to receive the same requests or frequently asked questions from different users. To save time, you can use reply templates. EddyDesk allows you to prepare reply template to improve the quality of customer service.

Thanks to this option the client can receive a detailed and informative answer in the shortest possible time, literally in a moment. Such templates can be created and edited for each user group separately using the Knowledge Base module. And the use of tags makes the template universal, for example, when sending a message, the requester's name will be automatically displayed.