Managing Reply Templates

Creating Reply Templates

1. On the System Configurator main screen, choose Queue Management > Reply Templates.

2. Choose Add New.

3. Choose Reply Template and click OK.

4. In the Basics block, do the following:

   1. Enter the name for the template.

   2. Enter description. This field is optional.

   3. Select the language used in template. This field is mandatory.

   4. Choose which content type the template has.

      For information about how to create interactive templates for chat queues, see Interactive Templates.

   5. Enter the subject.

      To add the reserved words (or variables), choose the edit icon. To use values retrieved from the database, see below. If you just enter text for the subject, it replaces the original subject when the template is used in answering emails.

   6. Enter the body text.

      • If you want to add an image to the body text, use CID in front of the image file name. Here is an example:

        <IMG SRC="CID:companylogo.png">

        The supported file formats are PNG, JPG, GIF and BMP. Then add the file as an attachment in the Template Attachments.

      • You can add so called reserved words (or variables) to body text, with them information such as your name, case ID, and customer name can be added to the template automatically.

        The table below lists and describes the reserved words (variables) you can use for the subject field and the body text. For templates used in Communication Panel, only {SUBJECT}, {CASEID}, {STARTTIME}, {CUSTOMERNAME}, {USERFIRSTNAME}, {USERLASTNAME} and {USERNAME} can be used. They are in bold in the list below.

        Table 1. Available Reserved Words for E-Mails and Chat

        Where-Used	Reserved Word	Description
        E-mail subject and body text	{SUBJECT}	Displays the original subject of the e-mail. Note: If you define the Subject in the email template without {SUBJECT}, it replaces the original email subject when that template is used.
        E-mail subject and body text	{CASEID}	Displays the ID of the e-mail Note the following: CASEID is a numeric ID which is used in Communication Panel as EmailID (seen in Conversation Details only). This ID can be used for searching the whole email conversation and should not be confused with CID which is a technical ID used for the preferred agent feature.
        E-mail subject and body text	{RESPONSIBLE}	Displays the full name of the agent who accepted the e-mail
        E-mail subject and body text	{STARTTIME}	Displays the local time when the e-mail was created
        E-mail subject and body text	{ENDTIME}	Displays the local time when the e-mail was handled
        E-mail subject and body text	{WARNINGTIME}	Displays the warning time defined for the e-mail
        Chat conversation	{CUSTOMERCOMPANY}*	Displays the customer’s company name
        Chat conversation	{CUSTOMERMOBILE}*	Displays the customer’s mobile number
        Chat conversation	{CUSTOMERNAME} *	Displays the customer’s name
        Chat conversation	{CUSTOMERPHONE}*	Displays the customer’s phone number
        E-mail body text and chat conversation	{CUSTOMEREMAIL}*	Displays the e-mail address from which the e-mail or chat has been sent
        E-mail body text and chat conversation	{USEREMAIL}	Displays the e-mail of the agent who replies to the e-mail or chat
        E-mail body text and chat conversation	{USERFIRSTNAME}	Displays the first name of the agent who replies to the e-mail or chat
        E-mail body text and chat conversation	{USERLASTNAME}	Displays the last name of the agent who replies to the e-mail or chat
        E-mail body text and chat conversation	{USERMOBILE}	Displays the mobile phone number of the agent who replies to the e-mail or chat
        E-mail body text and chat conversation	{USERNAME}	Displays the full name of the agent who replies to the e-mail or chat
        E-mail body text and chat conversation	{USERPHONE}	Displays the extension number of the agent who replies to the e-mail or chat

        * = This information is only available if included in the customer chat form on the Web site.

        

        

      Note:

      If the information is not available, the reserved word field is displayed as <undefined>. Always check, and edit if necessary, your messages before sending.

5. To enable agents to search for this template in Communication Panel, add the template name or other descriptive term as a keyword in the block Keywords. Added in 1911.

6. If you want to include attachments in the template, add them in the Template Attachments block.

   Note:

   Attachments are supported only for emails in Communication Panel. Attachments for chat in Communication Panel are not supported. If you use such a template, the attachments are removed, only the bodytext is used.

7. In the Template Folders block, add the folders in which the template is available.

   This is mandatory since reply templates must be linked to a folder.

8. Save your entries.

Modifying or Deleting Templates

1. On the System Configurator main screen, choose Queue Management > Reply Templates.

2. Search for the reply template you want to modify or delete.

   The search result list appears.

3. Choose the reply template by double-clicking it.

4. Modify the template and save your entries, or choose Delete.