You can predefine an email template that agents can use to communicate with customers. At a time, an organization can have a single predefined template for email.
You can edit or delete the template by clicking the button beside the template in the Predefined Emails page.
Note |
You cannot use the predefined email templates for quick-reply emails.
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To create a template:
Procedure
| Step 1 | Click the Routing Strategy module on the left panel. The list of routing strategies appears. |
| Step 2 | Go to the Resources menu and click Predefined Emails. The Predefined Emails page appears. |
| Step 3 | Click New. The New Predefined Email dialog box appears. Note |
The New button is disabled if your organization already has a predefined email template.
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| Step 4 | In the New Predefined Email dialog box do the following: Enter a name for the email template. Set the status for the template.
Set the status as Active, to use it as a default template for all email communications between agents and customers.
Set the status to Not Active, to save it as draft. You can later change the status to Active to use it.
Enter the email body. You can use the formatting tools for the drafting the email body. (Optional) Add macros to the email body.
You can use the macro to add variables for Customer Name or Agent Name to the email. You can set a default value for the variable type you select. You can use the macros multiple times in the template as per your requirement.
To add the macro variables, place the cursor where you want the variable. Select the type of macro you want to add and click the Insert to Text Editor button.
To set a default value for a macro, enter the default value in the field Default Value before inserting the macro to the text editor.
Click Save to save the email template. After you save, you can see the email template in the Predefined Emails page.
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