Create an Email Template

Procedure

Step 1

In the Management Portal navigation bar, choose New Digital Channels to launch the default console.

Step 2

Choose Assets > Templates.

Step 3

Click Add Template.

Step 4

Click the Email tab.

Step 5

Enter the template name in the Template ID field.

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 name>, how can I help you today?

Step 8

Check the Is Follow-up template check box to set the template as follow-up message of the previous chat conversation.

For example: In line with our earlier chat.

  • Custom Fields: Enter custom fields in the template body using chevron brackets. For example: <customer name>. Custom fields are editable fields even in locked templates.

  • System Parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation.

    Note

    When the relevant values are not available for the configured parameters in the template body, these parameters are rendered in chevron braces and highlighted in yellow in the chat console.

Step 9

(Optional) Enter a customized message in the Template Text field.

You can add emojis to the customized text. You can apply the rich formatting styles to the text as described in the table.

Rich Formatting Styles

Icon

Description

Bold

Bolds the text.

Italics

Italicizes the text.

Underline

Underlines the text.

Strikethrough

Strikes the text.

Font color

Changes the font color.

Ordered list

Creates an ordered list.

Unordered list

Creates a unordered list.

Link

Inserts a hyperlink on the text selected.

Paragraph (Headings)

Applies preset heading or paragraph styles to the text.

Table

Inserts a table.
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 by the 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.