The Templates tab lets you search in a database of preset messages (the content of the database is managed by the administrator). Templates can be divided into multi-level sections (folders) and it's possible to search in them in fulltext. After clicking on the individual templates, you preview them and add the message to favorites, copy them to the chat entry to edit the text or send it directly to the client.
You can add a shortcut (hashtag #) to any existing template. By using hashtags you can make it easier to find and use a specific template for operators. The hashtags are assigned to the templates by administrator. An operator can write "#" and a shortcut into the text field.