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Message Templates

From the main menu bar, hover over Handling and then click Message Templates. This allows the user to create message templates in the system.

Purpose

Message templates are e-mail templates that are automatically generated and sent at certain points in the life cycle of an e-mail session.

Actions

Miscellaneous

The Message Templates page is split into two parts (Figure 1). In the upper view, the user can select which configured template (if any) is sent to the customer at various points in a session’s life cycle.

Figure 1 Message Templates page

If desired, the user can send a different template when a new message or reply message is received and queued when the system is in an Open, Closed, or Holiday state using the templates New Queued When Open, New Queued When Closed, and New Queued When Holiday.

A new message is defined as the first message opening a session. A reply is defined as any subsequent customer response within the same session.

A user can also select the message template sent to the customer as an update when an agent accepts the session using the templates Reply Queued When Open, Reply Queued When Closed, and Reply Queued When Holiday.

Offer Accepted by Agent and Agent Reply Waiting are message templates appended to the beginning of an agent’s response indicating the agent has accepted the session or the agent requires additional information.

The Agent Reply Completed message template can be sent when the session is completed by the agent.

The Session Closed message template can be sent to a customer when the session is considered closed.

Click the Edit icon to display drop-down menu options under the Template to Use column. This allows the user to select one of the configured templates from the lower view of the Message Templates page or choose not to send a template.

The lower view of the Message Templates page allows the user to view and modify templates that appear in the drop-down menus under the Template to Use column.

Click the Details icon to open the selected template in a new window. Click the Edit icon to initiate an e-mail to the user’s account. The user’s response to this e-mail will be saved as the new template.

Remove needless metadata, as the new template will contain any formatting included in the e-mail reply.

Click the Add Template icon to initiate an e-mail to the user’s account (Figure 2). A pop-up window will appear and an e-mail will be sent to the user’s account (Figure 3). The user’s response to this e-mail will be saved as the new template.

Click the Delete icon to delete the selected template if it is not assigned to any state changes in the upper view of the Message Templates page.

Click the Rollback icon to revert to the previous version of the template.

Figure 2 Add a new template

Figure 3 Add a new template pop-up

Click the Help icon (question mark) to view information on variables that can be used in message templates.

Use Special Strings

When editing templates, the user can enter these special strings in addition to standard body text to replace with data specific to the session it is being sent for.

The following items are supported parameters and can be included in the e-mail:

{{Queue}}

This is the public name of the queue the session is assigned to.

{{Agent}}

This is public name of the agent currently handling the session. Do not use this string if there is no agent assigned.

{{Holiday}}

This is name of the holiday currently enforced. Use this string only in templates sent during a Holiday state.

{{NextOpenTime}}

This is the next time the queue (or portal, if a queue is not assigned) will be open. Only use this string in templates sent during a Closed or Holiday state.

{{SessionId}}

This is the Clarity Connect session ID of the interaction. It is included in the subject of all messages and it is used to uniquely identify each interaction.

{{Date}}

This is the current date. It is in the local time zone and format of the application server.

{{Time}}

This is the current time. It is in the local time zone and format of the application server.

{{Status}}

This is the current session’s status.

{{WaitingAutocloseHours}}

This is the configured number of calendar hours between when an agent is waiting for additional information and when the session automatically closes (if there has been no response from the customer).

{{CompletedAutocloseHours}}

This is the configured number of calendar hours between when an agent believes they have completed the session and when the session automatically closes (if there has been no response from the customer).