Respond to a message using templates

1

Click in the compose box.

To see a complete list of approved message templates, click More.

2

Choose a template group to view the list of templates created under that template group.

3

Choose the template.

Use the search field to filter the template names by entering a keyword.

4

Click Send.

Template types

Locked templates

Administrators can lock templates. The appears next to the locked templates. You can use locked templates in their current state, but they can't be modified. If you try to edit something, an error message displays on the screen.

Templates with replaceable parameters

Administrators can design templates with replaceable parameters that agents can use to send tailored communications to consumers. You can load these templates into the compose box and edit the replaceable parameters using the Tab key.

Templates with dynamic substitution of system parameters in the chat console

Administrator-configured templates with system parameters in the template body are available for use. When using these templates in chat conversations, the corresponding system parameters in the compose box are dynamically substituted.