How to create and administer email templates

When dealing with emails, you have the option of creating email templates that can be used by agents to process your customers' requests.

The use of standard emails, also called standard replies, allows:

  • save time by avoiding completely writing repetitive messages,
  • to make the answers homogeneous for all users,
  • to reduce spelling errors.

Create a response template

Access to email templates is reserved for administrators of the web2contact account.
For another user to access this functionality, you must activate the "Email template management" right in the "Rights" tab of the "Domain management" menu.

Display of the different quick replies created

To access the email template (or standard response), go to the “Settings” > “Email template management” menu.

The models are generally grouped under the same tag, which will then correspond to a menu/category in the email editor for the selection of the model to apply.
A filter allows you to search for a model by its title or its label.

Here is an example with 3 existing models under an "ORDER" label.

Menu emails type

These emails have a NOT IN USED status because they are not attached to a campaign at the moment.

To be able to use email templates on one or more ticket campaigns, you must go to the campaign settings, "Advanced" tab, enter the desired label in the appropriate field and don't forget to save the changes in footer.

Tag email

Overview of available quick replies

When the user needs to write a message, he can use the email templates that appear on the right side of the writing module.

Modele in mail

NB/ the quick replies can then be modified by the user to personalize the message which will ultimately be sent to the recipient if some changes are necessary.

Create a new email template

To create a new quick response, open the “Settings” menu > “Email template management”

Click on the button Add email

The screen below appears.

Email edition

  • STEP 1: THE TITLE

Add a title to name your quick reply. The title is mandatory and important because it is by the title that you will find your standard email in a drop-down list.
Example: Order tracking

 

  • STEP 2: THE TAG

Add a tag to group all the quick replies that relate to the same topic.
In this example, you can choose the "Order" TAG. When writing your email, you can choose a standard email from the drop-down list named Order. You will have listed there beforehand all the emails related to this theme: "Order tracking", "Delivery time" etc...

 

  • STEP 3: THE CONTENT

Add your template content. The template remains editable when you import it into an email.

Preview of a Completed Quick Response

Email preview

That's it, all you have to do is validate your email template so that it is available in the different campaigns where this label has been added.

For any questions, contact support.