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Because the common failure is not a bad template, it is a good one sent with {{first_name}} intact or with a renewal date that was true in March. It is a small error that reads as carelessness.
Templates are saved messages, and snippets are saved fragments, both able to reference fields on the contact, account, deal or quote so values resolve when the message is composed.
Fields are references, not placeholders. If a referenced field is empty the message will not send until it is resolved, which is the only behaviour that actually prevents the embarrassing version.
One rep's renewal note consistently got replies. As a template with the renewal date, the contracted rate and the open ticket count resolved from the record, the whole team's reply rate moved.
A template does not make the message right. It removes retyping and placeholder errors; whether the message deserves a reply is still down to whoever wrote it.
Sequences send them, the shared inbox offers them as replies, Desk shares the same snippet library for support replies, and consent state is checked before anything sends.
Yes. One library, used by both, because the answer to a common question does not change by department.
The message will not send until it resolves. That is deliberate.
Yes, alongside the shared library.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.