Omnichannel templates
An omnichannel template is a message that you send to a recipient through their preferred channel (instant messengers or SMS). By using multichannel distribution, you save money and ensure message delivery to each customer.
Creating and managing omnichannel templates is available to users with the Owner, Administrator, Manager, and Supervisor roles (can manage templates from collections assigned to their groups).
Contents
Creating an omnichannel template
- In the Template collections section, select the collection to create a template.
- Click the Create button and select Create omnichannel template.
You can add up to 1000 templates to a collection.
Enter the template name.
Select the collection (only one) in which you want to create a template from the drop-down list. The current collection is selected by default.
Enable the Active template switch to make the template available for agents in the Workspace. Inactive templates display only in the Message templates section, and and you cannot send them to customers.
In the Format group box, enable the Instant message and/or SMS switch to activate the template for a specific message type. If both switches are disabled, the Active template switch gets locked, and the template is unavailable for agents.
Enter the message text.
The maximum message size is 1000 characters.
- For instant messages, you can add attachments from the file storage (max 10).
- Click Create.
- You can edit, copy, or move the created template. Select the required template and click the Actions menu icon.
When copying the template, enable the Activate switch to make the template copy visible for agents in the Workspace. You can copy templates up to 5 collections. You cannot copy the template if you have only one collection.
When moving the template to another collection, select the collection to locate the template. You can move the template to one collection only. You cannot move the template if you have only one collection.
- Delete the template if you no longer need it. Select the template from the list, click the Actions menu icon, and select Delete.
Using templates in the Workspace
When an inbound message from a customer arrives, you can use the created message template in your Workspace.
While processing messages, agents see active templates from the collections assigned to their groups only.
- Click the Use template icon in the chat window.
- Use the search field to find the template you need. The search works both by name and content of the template. Recently used templates display in the Recent section.
- If necessary, add a template to Favorites (up to 5 templates) by clicking the star to the right of the template name.
- Click the template row to preview the template.
- Click Paste and edit to insert the template into your message and edit it if needed.
- You can paste the template without a preview by clicking the Paste button in the template row.
You can paste several templates at once. The system places each new template after the previous one.