Editing a message template after selection

Introduction

Message templates provide operators quick access to frequently sent messages to save time and eliminates repeatedly typing the same messages to customers.

Using Message Templates

Selecting a Message Template

Message Templates are selected from the Chats tab in the message composition bar. The full list of templates will be available for the operator to scroll through.

To apply a pre-written message template:

Open a chat and go to the message composition bar
Click the templates icon and select a template from the templates list

Searching and Pinning Message Templates

You can 'Search' for frequently used Message Templates and/or Pin Message Templates to the top of the list for future use. Searching for keywords or Template Titles will populate the respective Message Template(s) for you to use.

There is no limit to the number of message templates that can be pinned.

*Pinned Templates will remain pinned until un-pinned.

Editing a Message Template After Selection

When a message template is selected in Chats, the operator can still type, delete, or otherwise edit the message before it is sent.

Message Template Tokens

Many templates contain tokens which act as a placeholder for case-specific information. When a template is selected, these tokens—denoted by a "$" followed by a specific identifier (e.g., $contactPhoneNumber) —are automatically replaced with relevant details for the case.

If a template is selected but a token cannot be populated due to missing information, a helpful prompt will appear beneath the message pane. This message will identify the missing information and ensure that all required information is included before sending.

To send a message with 'invalid tokens' you may fill in this information manually
Once all tokens contain case information, the send button will activate, allowing you to send a message with confidence

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