Echo templates are replies you write once and use again: the answer you give every week about resetting a password, or the note you send when you pass something to your developers. Picking one fills in the reply box, and you can change it before you send it.
Creating a template
In your dashboard, open Account & Settings › Settings and click Echo Templates in the sidebar, then + Create a template (or Create your first echo template).
- Reply Summary is the template's name, which you search for when you use it. Make it something you'll remember, like "Need more details".
- Reply body text is the reply itself. It's written in Markdown, like your other replies, so links, lists and bold text come out formatted on the discussion page and in the email.
Click Create an Echo Template to save it. To change a template, click its name on the same page; Remove deletes it.
Saving a reply you've already written
Every reply from your staff (after the first message) has an Echo link beside it, next to Edit. Click it to make a new template from that reply: the form opens with the reply's text and the discussion's title as its name, ready to tidy up and save.
If the reply was itself written from a template, Echo opens that template instead, so you can improve it.
Using a template
Once you have a template, Echo appears above the reply box on every discussion. Click it and a list of your templates opens: type part of a template's name to narrow it, then click the one you want (or pick it with the arrow keys and Enter). Its text goes into the reply box, where you can edit it before you click Comment.
Click Cancel echo to close the list without using one. Manage echo templates, below the list, takes you to the Echo Templates page.
From the keyboard: press e (when you're not typing in a field) to open or close the list. See Using keyboard shortcuts in discussions.
Who can use them
Every supporter can use echo templates in their replies. Creating, changing and deleting templates, including with a reply's Echo link, needs full admin access.
The number of echo templates you can have depends on your plan: if Echo Templates isn't in your settings, or you can't add another, see Account & Settings › Plans & Billing.