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
To access the email template management module :
To create a new quick reply, click on the button "Add an email template".
The screen below appears.
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
Display of the different quick replies created
In our example, we find 3 emails grouped under the Order TAG.
These emails have a "Not used" status because they are not attached to a campaign for the moment.
To be able to use automatic responses on one or more ticket campaigns, you must go to the campaign settings, "Advanced" tab, enter the desired tag in the appropriate field and do not forget to save the changes at the bottom of the page .
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 (see box in red below).