Reply Templates and Their Folders

Reply templates are used in e-mails and chats for example as greetings and signatures. You can include reserved words in the templates. They are words that are replaced with a value in the database, for example {CUSTOMEREMAIL} is replaced with the address from which e-mail or chat has been sent. For more information about the available reserved words for reply templates, see Managing Reply Templates. For information about the available reserved words for scripts, see Creating Scripts

You must also create folders for the reply templates. The folders are added to queues and they are available for the agents who have rights for these queues.