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E-mail templates

Templates hold the text you would otherwise write again and again – a greeting, a standard answer, a whole reply to a common question.

Using a template​

While writing an e-mail, choose Use template and search for the one you need. A template is one of two types:

  • whole body – replaces everything written so far with the template, so the application asks before discarding your text,
  • inserted text – is inserted where your cursor is, so you can combine several.

Some templates contain variables, e.g. a contract number. When you use one, the application asks you to Fill template data and puts the values into the text.

Writing templates​

Templates are created and edited in the Template editor. Who can open it depends on how your workspace is set up; supervisors reach it from the supervisor view of the E-mail allocation widget.

For each template you set:

  • Group – the group of the UCS structure the template belongs to. It decides who can use the template: only users with access to that group see it,
  • Template name – what agents search for,
  • Usable for – e-mail, SMS or task,
  • Template type – whole body or inserted text, see above,
  • Variables – values agents type in when they use the template. Each variable has a key, which marks its place in the template text, and the name agents see when filling it in.

Changes are saved automatically while you edit.