Create an SMS 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 SMS tab.

Step 5

Enter the template name in the Template ID field.

Note

The default Sender ID (a short code assigned to the team if SMS is enabled as a Channel) loads automatically when you create a template. This feature allows you to create and track the templates.

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. 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 enter a maximum of 800 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.