Templates are pre-set messages an operator can use to facilitate conversation with a customer. Typically, answers to frequently asked questions can be found in templates. Users with the role of Administrator can create common templates for all operators in the tenant. Operators can create own templates for themselves.
Create a template
You create a template by clicking the “Add” button. You will open a sidebar where you fill out the name of the template - you can either place it under the folder or leave it alone. Next, type the template text (you have different editing options, including rich text) and save it.
You can also assign a shortcut for each template. Operators can then use "#" character to search for the template they need and send it to chat or paste into an email.
Tip 1: If you do not know when writing a template whether or not you want to include it, you can do it at any time thereafter. Just create/select a specific folder for a selected templateand the template is reassigned.
Tip 2: Template folders are visible to all groups in the default settings. By using the icons () you can adjust visibility folders only for selected groups.