Templates are a way to present contextually relevant information to users when handling workitems. A template may contain an answer to frequently asked questions and common objections or present the user with a web link to forward to customers.
Search for the Template icon in the Options Menu to create or modify a template.
Creating a Template
Click Plus (+) next to the search bar. The configuration page will have the following tabs: Information, Options, and Script.
The Information Tab
|
Field Name |
Description |
|
Name |
The template’s name. |
|
Description |
The description of the template. |
NOTE: Click on the Globe icon to enter in various languages.
The Options Tab
|
Toggle Button |
Description |
|
Use for Email Template |
If enabled, users will view this template when handling an email workitem. |
|
Use for Chat Template |
If enabled, users will view this template when handling a chat workitem. |
|
Use for SMS Template |
If enabled, users will view this template when handling an SMS workitem. |
|
Use for Assistance Template |
If enabled, this will be the default message sent from agents to supervisors when an agent clicks on the Assistance icon in the navigation bar. |
The Script Tab
This is where you enter the template text you want to present to the user handling the workitems. This could be plain text, an HTML link, an image, or a combination.
NOTE: Some workitem types may not support all kinds of formatting. For example, images won’t appear when you send an SMS.
Assigning a Template to a Campaign
After creating a template, you must assign the template to campaigns so that users can view the templates.
To assign a template to a campaign, follow these steps:
- Go to the Campaigns section and select the campaign.
- Scroll down to the Response Templates section and click Plus (+) on the right side.
- A pop-up window will appear with a list of Response Templates. Choose one or more templates from the list and click OK.
Now, when a user logs in and has an active work item for this campaign, they can select an appropriate template from the list.
NOTE: Templates will only display on workitems if the template is selected from the Options tab.
Modifying a Template
Click on the template you wish to modify. If modifying an existing template, the system will save the changes automatically.
When modifying templates, click outside the script box to ensure the changes are saved before closing the window.