Create a Predefined Email Template

You can predefine the email template that agents use to communicate with customers. An organization can have a single predefined template for email.

To edit or delete the template, click the ellipsis button beside the template in the Predefined Emails page.

Note

You cannot use the predefined email templates for quick-reply emails.

To create an email template:

Procedure

Step 1

From the Management Portal navigation bar, choose Routing Strategy.

Step 2

From the Routing Strategy page, choose Resources > Predefined Emails.

Step 3

Click New.

Note

The New button is disabled if your organization already has a predefined email template.

Step 4

In the New Predefined Email dialog box, do the following:

  1. Enter a name for the email template.

  2. 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.

  3. Enter the email body. You can use the formatting tools to draft the email body.

  4. (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 choose. 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. Choose 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 you insert the macro to the text editor.

  5. Click Save to save the email template.