Messaging Templates
You can create preconfigured templates for SMS, Facebook, and email messages that contain plain text for agents to use in their messages. For example, you may have a standard greeting or response that you want agents to use. Agents can select the messaging template that you created instead of manually typing out the complete message.
Messaging templates are assigned to user profiles. Agents select the template(s) from the messaging window in the Agent Toolbar or Skylight Desktop. Messages can include any combination of templates and free entry text. Agents can select multiple templates and send them together in the same message.
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Messaging templates can be created by any user role that has the MANAGE_ALL_MESSAGE_TEMPLATES permission applied such as the default Administrator role. Assigned templates can be viewed and used by any user role that has the VIEW_ALL_MESSAGE TEMPLATES permission, such as any of the default CxEngage roles. |
