Reply Templates in AskNicely make it easy to respond quickly and consistently to customer feedback—saving you time while keeping replies personal.
🧩 Introduction
This article explains how to use, create, and edit Reply Templates to streamline your follow-up process with survey respondents. These templates are especially helpful for responding to recurring themes or sentiments, while still allowing for personalization before sending.
🛠️ Step-by-Step Instructions
➤ Using a Reply Template
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Navigate to the Responses tab in AskNicely.
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Click Reply on any customer response to open the reply window.
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In the reply panel, click Reply Template on the right side.
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A list of available templates will appear. Click a template name to populate the reply field.
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If your template includes custom call fields (e.g., first name, order date), AskNicely will auto-populate them using your imported data.
➕ Creating a New Template
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From the Reply Template panel, click + New Template.
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In the template editor, customize the content, and insert any desired call fields (e.g.,
{{customer.firstname}},{{customer.product_purchased}}). -
Save your template when finished.
💡 Note: The fields shown under "customer" will reflect the custom data you’ve imported into AskNicely.
🖉 Editing a Template
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Hover over an existing template in your list.
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Click the pencil icon on the right to edit.
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Make your changes and save the updated template.
You can still edit the email manually after selecting a template if you want to add a more personal touch.
📬 Why Use Reply Templates?
Using templates helps you:
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Respond faster to feedback
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Ensure consistent tone across your team
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Close the loop at scale without losing personalization
It’s the perfect solution for sending hundreds of responses while still making each customer feel heard.
🆘 Get Help
If you have questions or need assistance, click the chat icon in the lower-right corner of the AskNicely platform or help site, or email us at support@asknice.ly.