Templates can be created to be used for commonly used or lengthy replies from the Inbox such as address, hours, reservation info etc. They are used for efficiency, adhering to brand standards and consistency in messaging. Templates can be managed by Administrators in the Admin Settings > Templates:
Create or Edit a Template:
Select Create Template, or the Edit icon to pull up the the dialogue box to make changes.
You'll then see that these "plug and play" responses are available from the reply box under the templates icon.