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Adding Response Templates to Directory

  1. On the Settings tab of the admin WP, select Agent work place > Saved replies and tags.
  2. In the left section of the Saved Response Templates and Tags page, select a folder where you want to create a response template.

    These folders are the skills and departments available in your contact center, except for the Draft folder. Use the Draft folder to store seasonal templates, templates for new releases and products, and other useful templates that agents do not need just yet.

    You can see here how many agents match the requirements (i.e. have the required skill and belong to the appropriate department) and have access to the response templates for each of the folders.
  3. Open the Response template tab on the right.
  4. In the Add a new response template field, enter the text of your new response template.

  5. Attach a file to be available with the response template, if necessary. You can only attach one file in one of the following formats: .rtf, .pdf, .png, .jpg, .jpeg, .bmp, .txt, .doc, .docx, .xls, .xlsx, .xlsm, .xltx, .xlt.
  6. Use the {client name} placeholder anywhere in the template text, if necessary.
    When agents use this template in a message to a client, the placeholder fills in with the client’s name if they are chatting with them via an authorized webchat or mobile app and if the client’s name was passed in a specific field (“client-name”). This functionality is also available for clients from unauthorized channels, but it needs to be enabled by the support team (on your request). Otherwise, the placeholder fills in with a blank space.
  7. Save your changes. The response template appears in the folder you selected.
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