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Templates Overview

The Templates feature helps you manage pre-built and custom templates for communicating with customers. You can use templates to send review or NPS requests and to respond to customer feedback. Templates are organized by communication type and are accessible through the Templates section in the sidebar.

Why use Templates?​

Using templates helps you:

  • Save time by avoiding repetitive manual messages
  • Keep communication consistent across your team
  • Increase customer engagement with tested message formats
  • Personalize communications automatically using dynamic fields

What's included​

Templates are divided into two main categories:

  • Request Templates: Used for asking customers for reviews or NPS feedback
  • Response Templates: Used for replying to reviews or customer feedback

Get started​

Navigate to the templates page​

  1. Go to the Templates section from the sidebar.
  2. Choose Request to manage templates for sending requests.
  3. Choose Respond to manage templates for review responses.

Create or edit templates​

  1. Click Create to build a new template.
  2. Use the available options to customize the content.
  3. Edit, delete, or set a template as default from the action menu.

Request templates​

Request templates help you ask for customer reviews or NPS feedback.

Email templates​

You can:

  • View all saved email templates
  • Create new email templates for review, NPS, or combined requests
  • Edit, delete, or set templates as default

Header image requirements​

Email review request templates support a custom header image. For best results, upload an image at 700 × 235 px (or 750 × 250 px if you need to set explicit dimensions in the editor). High-resolution images are recommended.

If your header image looks blurry in sent emails, upload a higher-resolution version and set the width and height explicitly in the email editor.

Review site icon ordering​

To change the order that review site icons appear in your email template, go to Settings > Preferred Review Sites and drag the icons to your preferred order. The template reflects the order set in that settings page.

SMS templates​

You can:

  • Build SMS templates optimized for mobile delivery
  • Choose template types: Review, NPS, or combined
  • Edit, delete, or set templates as default

Response templates​

Response templates are designed for replying to customer reviews and feedback efficiently. In Reputation AI Pro, you get access to 80 unique templates designed to respond to different types of reviews, from 1 star to 5 stars. In addition, you can also create new response templates with more specific content tailored to sentiment and star rating.

Response template features​

  • Template Library: Browse 80+ professionally written templates
  • Custom Templates: Create templates specific to your business
  • Filtering Tools: Customize visible columns for easier management
  • Bulk Actions: Manage multiple templates at once

Templates can be filtered by:

  • Star rating (1 to 5 stars)
  • Review sentiment (positive, neutral, negative)
  • Platform (Google, Facebook, others)

Creating new response templates​

To add a new template, click the + Add New Template link in the top right corner. This will open a blank form where you can create a title, response content, and specify the appropriate star rating.

Adding dynamic fields to response templates​

When editing or creating new templates, you have the option to include dynamic fields such as business name, reviewer name, phone number and other fields. Click the Insert dynamic field link to see all available options.

Available dynamic fields include:

  • Business Information: Name, phone number, address
  • Customer Information: Name, email, contact details
  • Review Context: Reviewer's name, star rating, platform
  • Custom Fields: Add personalized tokens as needed
info

Dynamic fields help you personalize each message while using the same template.

Best practices​

  • Use Dynamic Fields: Make each message feel customized.
  • A/B Test: Try different wording to see what drives more responses.
  • Maintain Tone: Ensure messages reflect your brand's personality.
  • Review Regularly: Update templates based on results and feedback.
  • Set Defaults: Choose default templates for automated communications.

Frequently asked questions (FAQs)​

Can I use the same template for both reviews and NPS?

Yes. You can create combined templates for both review and NPS requests in both Email and SMS sections.

How do I insert dynamic fields?

When building a template, use the available dynamic field options to automatically pull in business or customer data. Click the "Insert dynamic field" link when editing a template to see all available options.

Where can I set a default template?

Use the action menu on any template to mark it as the default for that type of communication.

What happens if I delete a template set as default?

You will need to assign another template as default. The system will prompt you if a default is missing.

Are templates mobile-friendly?

Yes. SMS templates are automatically optimized for mobile delivery.

Why does my email template show a grey border in the editor?

The grey border you see in the email editor is a visual guide only — it does not appear in emails sent to customers. Send a test email using the Send Test Email option to preview exactly what recipients will see.

My header image looks blurry in the sent email — how do I fix it?

Upload a higher-resolution image. The recommended size is 700 × 235 px; for best results, upload at 750 × 250 px and set the width and height explicitly in the email editor. Avoid uploading small images and relying on the editor to scale them up.

Can I filter templates by star rating?

Yes. Response templates can be filtered by star rating and sentiment.

How many custom response templates can I create?

There is no limit to the number of custom response templates you can create.

Do templates support industry-specific platforms?

Yes. Response templates can be used across all supported review platforms.