Reply Templates

Agent can create, edit, delete personal chat reply templates using a Reply Template editor.

Note:

Reply template editor is visible only if Contact Center Messenger is enabled.

  1. To create new templates, go to Tools > Personal Reply Templates.

  2. Click Add icon at the top-right to display the New Personal Reply Template page.

  3. Select Chat under Media Type and specify a template name.

  4. Enter the reply content in the text box and click Save.
  5. If you want to use an existing template to create a new template, then click Insert reply template icon in the template content box.
  6. Choose the existing template that you would like to use and click Insert, the content will appear in the editor, you can make the required changes and click Save.
  7. To edit or delete an existing template, click Browse and choose the template and click the Edit or Delete icon.
Parent topic: Handling Contact Center Messenger in Ignite
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