This creates one main group "General" and two sub-groups within it, "Policies" and "Compliances", which have two responses each. Getting back to the explanation of template columns and specifically - the Title column, you cannot have two identical titles within one group or sub-group that is last in the structure. In our case, you cannot have two titles "Refund" within the group "Policies", or two "GDPR" within the group "Compliances".
It's not necessary to create groups/sub-groups, it's absolutely up to you and for your convenience.
You might also take a look and try the live chat canned responses templates we made for different cases that are common for most companies. We gathered several versions of responses for each case, using very basic titles, so you will need to review and edit them before uploading. We included explanatory text within square brackets "" in the responses, but please bear in mind that it's not variables but serves to explain what and where should be used instead - a company name, operator's name, customer's name or a specific situation or an action. Your agents might need to replace text and brackets with their own versions that correspond to a situation they are handling.