This article refers to functionality available on release 26.x.
This article discusses creating a message template of type "note". For more general information about message templates, see the article Message templates overview.
If your agents create a lot of notes, particularly if they frequently create notes with similar content, it can be useful to create templates which will allow agents to populate notes quickly and predictably.
Additionally, if you are using categories, you can define a category to have an associated note template, making adding a note in predefined scenarios easier. For example, you might create a note template with a troubleshooting checklist, which will automatically become available to an agent who selects the relevant category.
In your Admin account:
- Go to the Settings page.
- Go to the Message templates subpage.
- Click the Create new button.
- Click to select the Note template.
The Template properties window will open:
- Type a Template name.
- Type the Template text.
You can include message tags which will be converted to text when the template is used. For example, you can use the tag for the Agent’s name in the template, so that when the note is created, the tag will be converted to the name of whichever agent created the note.
As noted in the window, order tags should only be used for templates intended to create order confirmation messages.
To add a tag:
- Click the Select template tag from list drop-down list.
- Click to select a tag.
When the template is ready:
- Click the Create button at the bottom of the template window.