Using a Response template in chat

---
title: Using a Response template in chat
description: Use response templates as reusable messages that you can copy and paste into a chat.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/hr-agent-ws-chat-response-template.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Response templates in Agent Workspace for HR Case Management, Agent Workspace for HR Case Management contextual side panel, Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Using a Response template in chat

Use response templates as reusable messages that you can copy and paste into a chat.

## Before you begin

Role required: sn\_hr\_core.case\_writer

The Advanced Work Assignment for HRSD \(com.sn\_hr\_awa\) plugin must be activated to use response templates in chat. For more information, see [Response templates for HR Service Delivery](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-templated-snippets.md).

**Note:** Currently, chat is only available for Interactions in Agent Workspace for HR Case Management.

## Procedure

1.  Navigate to **All** > **HR Case Management** > **Agent Workspace for HR Case Management**.

2.  Ensure your **Inbox** status is set to **Available**.

3.  When a chat routes to you, select Accept.

4.  An interaction record automatically creates and you can start chatting with the employee.

    To display response templates, enter /r in the chat area and a list of response templates appear.

5.  Select the response template and the text appears in the chat window.

6.  Select the Send button to transmit the message.