---
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: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Response templates in Agent Workspace for HR Case Management, Agent Workspace for HR Case Management contextual side panel, Using Agent Workspace for HR Case Management, 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.