Templates

Templates

Overview

How to create response templates and assign them to campaigns.

Templates are a way to present users contextually relevant information when handling workitems. A template may contain an answer to frequently asked questions, common objections or may present the user a web link to forward to customers

Templates are contextual as they can be assigned to a particular campaign. For example a rate sheet could be added to a template that is presented to users accepting workitems in a billing campaign and users answering tech support workitems could be provided with a link to a website that tracks outages.

Name is where you enter the name of the Template The name you enter should be something meaningful so it is easily understood by users and easy for you to understand when assigning to the campaigns

Description

Description field is where you enter the description of the Template This is where you can further elaborate on the purpose of the template This field is displayed on the creation page but it not not displayed when a user is choosing a template.

Use For Email Template

Enabling Use For Email Template will allow users to view this template when handling an email workitem. Of course the template will need to be assigned to the campaign in order to see it. Conversely if Use For Email Template is not enabled users will not be able to see this template when when handling an email workitem even if it is assigned to the campaign. To enable Use For Email Template click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Use For Chat Template

Enabling Use For Chat Template will allow users to view this template when handling a chat workitem. Of course the template will need to be assigned to the campaign in order to see it. Conversely if Use For Chat Template is not enabled users will not be able to see this template when when handling a chat workitem even if it is assigned to the campaign. To enable Use For Chat Template click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Use For SMS Template

Enabling Use For SMS Template will allow users to view this template when handling an SMS workitem. Of course the template will need to be assigned to the campaign in order to see it. Conversely if Use For SMS Template is not enabled users will not be able to see this template when when handling an SMS workitem even if it is assigned to the campaign. To enable Use For SMS Template click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Script

This is where you enter the text of the template that you want to be presented to the user that is handling workitems.

This could be plain text, an HTML link, an image or combination.

Using the WYSIWYG editor you can change the font size, Change the font colour, change the background color italicize or bold text.

Note : not all formatting is displayed across all workitem types. For example when you send a chat the text will be black even if you have selected red in the template. When you send an SMS the text will be sent but images will not

Remember to select the save icon

Assigning a Template to a Campaign

After you have completed creating a templates, you must assign the template to campaigns in order for the users to be able to view the templates. To assign a template to a campaign first navigate to campaigns. Next select the campaign you want to use. scroll down to Response Templates . Select the plus icon + to the right of Response Templates. A pop up window will open with the list of Response Templates. Choose one or more and select OK. The next time Users log in and have an active workitem on this campaign, they can select an appropriate template.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.