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If you find yourself typing the same thank-you for every five-star review, save it as a response template. Templates live in your settings, can carry merge tags so each reply still reads as personal, and drop into a review reply in two clicks. The same templates can also be used in the Inbox and on ticket comments — you choose which when you create one.

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Create a template

  1. In the left navigation, click Settings.
  2. Under Company, click Templates.
  3. Click Create Template.
  4. Fill in the form:
    • Name — how you will recognise it in the picker later, up to 100 characters. The example on screen is “e.g. 5-star review response”.
    • Surfaces — tick where the template can be used: Review Replies, Conversations, Ticket Comments. At least one is required. For review replies, tick Review Replies.
    • Content — the wording itself.
    • Tags — optional comma-separated labels “to help you find this template later”, such as “refund, 5-star, holiday”.
    • Locations — which locations the template is available for. Every location you have access to is already selected on a new template. Use Search locations… to find one, or Select all.
  5. Click Create Template. You will see “Response template created.”
A template with no locations selected never appears in the picker anywhere. If you deselect locations, leave at least one.

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Personalise it with merge tags

In the Content box, click the brackets button at the bottom left to open Insert Merge Tag. Search with Search merge tags…, then click a tag to insert it at the cursor. Tags appear in the box as green pills. Tags are grouped by where the information comes from — Account, Location, Review, Customer. Useful ones for review replies include {{location_name}}, {{review_reviewer_display_name}}, and {{review_rating}}. When you insert the template into a reply, Liftify fills each tag in from that specific review — its location, the review itself, and the customer the review was matched to, when there is one.
A tag Liftify has no value for comes through empty. {{review_reviewer_display_name}} in a template used on an anonymous review leaves a gap, so write around it — “Thanks so much for the kind words” is safer than “Thanks, {{review_reviewer_display_name}}!” if you reply to anonymous reviews.

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Find, edit, and delete templates

Settings → Company → Templates lists every template you can see, with a tick in the Review Replies, Conversations, and Ticket Comments columns showing where each one can be used, plus its tags. Click the NAME heading to sort, and use the Surface and Tag pills to narrow the list. Click any row to open it. Change what you need and click Save Changes (“Response template updated.”). Delete removes it — you will be asked to confirm, “Delete this response template?”

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Use a template in a review reply

  1. Go to Reviews and find the review.
  2. Click Reply.
  3. Click Templates at the bottom left of the reply box. The menu is headed Insert Template.
  4. Pick one from the list, or narrow it with Search templates… — the search matches both template names and their tags. Each entry shows the template name with its tags underneath.
  5. Click the template. Its text drops into the reply box with the merge tags filled in.
  6. Edit anything you want to change, then click Send.
Inserting a template replaces everything already in the reply box. Pick your template first, then edit — don’t type your reply and then reach for a template.
The picker only lists templates that have Review Replies ticked and are assigned to that review’s location. If a review’s location has none, you see “No templates for this location yet.”

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Troubleshooting

My template doesn’t appear in the picker on a review. Three things have to be true: the template has Review Replies ticked; the template’s Locations include that review’s location; and you have permission to view templates. Open the template from Settings → Company → Templates and check the first two. I don’t see Templates in the Settings menu. Viewing templates is a permission on your role. Ask whoever manages your Liftify users for the View response templates permission — and Create response templates or Update response templates if you need to write them, not just use them. There is no Templates button in the reply box. The button only shows for people who can both reply to that review and view templates. If you can reply but never see Templates, you are missing the template-viewing permission. “Select at least one surface”. You saved without ticking any of Review Replies, Conversations, or Ticket Comments. Tick at least one and save again. A merge tag came through blank. Liftify had no value for it on that review — for example a reviewer name on an anonymous review, or a customer field when the review was never matched to a customer. Edit the reply before sending, and consider rewording the template so it reads correctly without that detail.