Automating work with templates

zenshop is all about making life easier when running a busy Shopify store.

Templated replies and Magic Actions are your super powers when you're starting to scale customer support with zenshop.

What can templates do for you?

Quick reply from a shortcut.
Team templates and private templates.
Pre-fill customer name, order number and order tracking information.
Markdown for styling text, bold, bullet points and more.
Bulk send template replies with Magic Actions.

How can I create a template

Head over to here (opens in a new tab) to create a template.

👾

Templates are powerful, reach out to support if you need any help!

Quick reply from a shortcut

A template is a message combined with a shortcut.

By starting a message with a / in the reply box, and typing the shortcut you can have the reply pre-filled with your template.

You can navigate with up and down keys from the keyboard when selecting a template, you can even use the enter key to select the template, and you don't have to type the full shortcut to select the template!

You can even use keyboard shortcuts like Ctrl+Enter (Windows) or Cmd+Enter (macOS) when the reply box is focused, to send the message, without having to click send.

If you have any {{handlebars}} in your templates, these will be automatically filled in at the time you're selecting the template.

Team templates and private templates.

Templates can be shared with the whole team, or private to you. To have the template shared with the team, the toggle "Shared with team" must be ON.

If the template is private, only its creator will be able to use it and see it from the / command in the reply box.

Pre-fill customer name, order number and order tracking information

When you create a template, you can use {{handlebars}} to pre-fill information about the customer, order, team and your personal info.

Here's an example of what you can do:

Out of stock template

Dear {{check customer.full_name 'Valued Customer'}},
 
The product you ordered in order {{order.name}} is currently out of stock.
 
{{#if order.unpaid}}
You will need to send payment via Cash App to confirm the order.
{{/if}}
 
We will update you when it is available.
 
Kind Regards
 
{{me.name}} - {{org.name}}

The result of this template would be something like:

Template result

Dear Matthew,
 
The product you ordered in order #1337 is currently out of stock.
 
You will need to send payment via Cash App to confirm the order.
 
We will update you when it is available.
 
Kind Regards
 
John - Awesome Store

Lets break it down line by line.

Fill in the blanks

Firstly, you'll notice the use of {{check customer.full_name 'Valued Customer'}}.

This line will check if we have a valid customer.full_name available on record and use it. Otherwise it will fallback to using Valued Customer if there's no available name on record.

It's better to use the check feature for things you're not 100% confident your records have.

Customer has other fields you can use:

Customer fields

Key	Type
full_name	Text
first_name	Text
last_name	Text
email	Text
phone_number	Text

If the customer has multiple emails or phone numbers on record, the primary one is used.

The next line you'll notice is {{order.name}} this is another object, about the order.

Order information is only available if the conversation is associated with an order, or the customer has placed an order with your store from the email address they are contacting the Helpdesk on.

Order also has other fields you can use:

Order fields

Key	Type
name	Text
unpaid	Boolean
fulfilled	Boolean
closed	Boolean
line_items_formatted	Text
current_total_price	Text
fulfillments	Array

Conditional rendering

You'll notice the conditional {{#if order.unpaid}}.

This allows you to do send a different message if the order is unpaid. Since this order was unpaid, the customer was prompted to make payment via Cash App.

You can use the {{#if}} check on any Boolean field. You must end the statement with a {{/if}} to terminate the condition.

Order tracking url

If the order has fulfillments, and your tracking information is sent to Shopify, zenshop will also know.

The fulfillments property of the order should be available.

Order tracking url

{{#each order.fulfillments as |fulfillment|}}
    {{fulfillment.name}} - {{fulfillment.tracking_info_url}}
{{/each}}

The above template will list all tracking urls available on the order, per fulfillment.

If a fulfillment has multiple tracking urls, they are comma separated urls.

Order fulfillment fields

Key	Type
name	Text
tracking_info_url	Text

The final pieces are personal touch elements: {{me.name}} - {{org.name}}. The me object is your user, and the org is the store you belong to.

Me fields

Key	Type
name	Text

Org fields

Key	Type
name	Text

We plan to add new viables for your website address, company address, @instagram, @X and other socials in these templates.

Contact support if you want early acess to these beta features.

Markdown for styling text, bold, bullet points and more.

zenshop templates use markdown for styling text in templates and replies.

Some things that are possible:

Bold and italic text.
Links.
List items.

Bold and italic text

If you need bold text, surround the words like this **strong text**, the result will be: strong text.

If you need italic text, surround the words like this *italic text*, the result will be: italic text.

Links

If you need a link, use the following [link name](https://www.google.com), the result will be: link name (opens in a new tab).

List items

If you need a link, use the following:

List items in markdown

 - list item one
    - list item one, one
 - list item two
 - list item three

The result will be:

list item one
- list item one, one
list item two
list item three

Bulk send template replies with Magic Actions

You can automate even more by using Magic Actions to send templated replies.

Check for the magic wand icon, you'll find an action to send templated replies from here.

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