Templates

You can manage and create new templates at team and client administrative levels. This setting is available for team leaders, but can be shared across all teams.

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Note

A template created by a Client Admin cannot be modified or deleted by a team or by a Group Admin.

Accessing the Templates Page

  1. In the Admin Console, select the Assets [1] icon.
  2. Select Templates [2].

On this page you can:

The following template details are displayed:

  • ID: The unique ID of the template.
  • Channel: The message channel (SMS/Facebook/Apple Business Chat/Twitter/Email/Live Chat) of the agent throughout the chat.
  • Template: The customized message with the variables in tags.
  • Start Template: The message to initiate the chat.
  • Followup Template: The standard message to follow up the chat.
  • End Template: The last message of the chat.
  • Action: The activities that can be performed on the template (i.e., “Edit” and “Delete”).

Creating Template Groups

  1. In the Admin Console, select the Assets [1] icon.
  2. Select Templates [2].
  3. Click on the Add [3] icon.
  1. Give a name to your template group.
  2. Click on ADD [4].

Deleting Template Groups

  1. In the Admin Console, select Assets [1].
  2. Select Templates [2].
  3. Click on the Delete [3] icon of the appropriate template group.
  1. Click OK [4] to confirm your action.

Adding Templates

You can add message template formats for each channel.

To create a new template:

  1. In the Admin Console, select Assets [1].
  2. Select Templates [2].
  3. Click on ADD TEMPLATE [3].
    You will be directed to a page where you can create templates that suit all channels or specific templates for one type of channel only.
  1. Select the channel you wish to create a template for, or a generic template for all channels [4].
  1. Configure your template [5].
  2. Click on SAVE CHANGES at the bottom of the page.

Each template follows a standard setup with additional functionalities added in. The standard setup is:

  • Template ID: This allows you to name the template. It can also be used to support agents, i.e., naming the template for its purpose and position in a conversation.
  • Templates Role:
    Is End Template: The last message of the chat. For example: “Thank you for your time”.
    Is Start Template: The first message to initiate the chat. For example: “Hello”.
    Is Followup Template: The standard message that can be used to follow up the chat. For example: “In line with our earlier chat.”
  • Template Text: This is where you can compose the text of a template.
  • Lock Template: When locked, only custom fields can be edited by the agents. A lock icon is displayed next to the template.

The additional functionalities per channel are:

SMS

  • Sender Id: you can enter a “Sender ID” if a template requires masking; if not, add the team’s phone number. The default Sender ID (short code assigned to the team if SMS is enabled as a channel) is loaded automatically while creating a template. This feature enables you to easily create and keep track of the templates.
  • Template can be locked and customizable text fields available.
  • Template Text is limited to 800 characters.

Email

  • Text formatting.
  • Image Upload.
  • Template can be locked and customizable text fields available.
  • Template Text has no character limit.

Facebook

  • Action templates: use this when you expect a quick response from the customer. The message is sent with image and buttons, wherein the customer can respond with a click of a button.

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Note

The maximum number of characters in the text field is 80 if you upload an image and 320 if you don't. Only images with an aspect ratio of 1.91:1 are supported.

  • Multimedia templates: you can post additional media content: Image, Audio, Video, and File.
  • Template can be locked and customizable text fields available.
  • Template Text is limited to 2,000 characters.

Twitter

  • Limited to 10,000 characters.
  • Template can be locked and customizable text fields available.

Live Chat

  • Limited to 1,000 characters.
  • Template can be locked and customizable text fields available.

API

  • Limited to 1,000 characters.
  • Template can be locked and customizable text fields available.

Editing Templates

  1. In the Admin Console, select Assets [1].
  2. Select Templates [2].
  3. Click on the appropriate Pencil [3] icon under the “Action” column.
  1. Edit the template on the “Edit Template” page.
  2. Click on SAVE CHANGES at the bottom of the screen.

Ordering Templates

Templates can be organized to help agents send messages in a specific order during a conversation with a customer. You can alter this order through a simple drag and drop method.
To order templates, drag the “select” icon of a template and drop it in the desired position.

Deleting Templates

  1. In the Admin Console, select Assets [1].
  2. Select Templates [2].
  3. Click on the appropriate Delete [3] (trash icon) under the “Action” column.
  1. Click OK [4] to confirm your action when the dialog appears.