Create a Common Template
You can create a common template for all channels.
Procedure
Step 1 | In the Management Portal navigation bar, choose New Digital Channels to launch the default console. | ||
Step 2 | Choose . | ||
Step 3 | Click Add Template. | ||
Step 4 | Click the All tab. | ||
Step 5 | Enter the template name in the Template ID field.
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Step 6 | Check the Is End template check box to set the template as a closing message of the chat conversation. For example: Thank you for your time. The agents will not expect any response to this message from the customer. | ||
Step 7 | Check the Is Start template check box to set the template as an opening message to initiate the chat conversation. For example: Hello <Customer>, how can I help you today? | ||
Step 8 | Check the Is Follow-up template check box to set the template as a follow-up message of the previous chat conversation. For example: In line with our earlier chat.
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Step 9 | (Optional) Enter a customized message in the Template Text field. You can add emojis to the customized text. You can enter a maximum of 320 characters in the text box. | ||
Step 10 | Check the Lock Template check box to lock templates. When locked, agents can edit only the custom or dynamic fields. A locked template displays the lock icon beside the template name. | ||
Step 11 | To share the template with other teams, choose the team from the Shared Across field. | ||
Step 12 | Click Save Changes. The new template is displayed under the selected template group. |