Templates

Each team in Talkdesk® Omnichannel™ can have a tailored archive of templates to support agents in their day-to-day communication with customers. These templates can be ordered into customizable groups and organized individually.
To create and manage a template, you need to either be a Team Manager or an Admin. Team Managers can create their own team specific templates, while an Admin can create platform wide templates.

Adding New Templates

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “MANAGE”, select Templates [3].
  4. Click on ADD TEMPLATE [4].

You are 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 [5].
  2. Configure your template [6].
  3. Click on SAVE CHANGES [7].

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 chat.
  • 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 field variables can be edited by the agents, the rest of the text is locked. 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 long number or Short Code. 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. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “MANAGE”, select Templates [3].
  4. Click on the appropriate Pencil [4] 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

The template messages are sent to the customers in a specific order during the chat. You can alter this order through a simple drag and drop method.

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “MANAGE”, select Templates [3].
  4. Drag the template into the desired position [4].

Deleting Templates

  1. Select the desired team [1] in the Customer Care console.
  2. Click on Settings [2].
  3. Under “MANAGE”, select Templates [3].
  4. Click on the appropriate Delete [4] icon under the “Actions” column.

System Parameters:

Enter “@@” to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template texts the corresponding values are dynamically s when an agent uses/selects these templates in a conversation.

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Note

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.