This article refers to functionality available in release 25.x.
This article discusses creating a message template of type "Webchat". For more general information about message templates, see the article Message templates overview.
Webchat templates can be used as canned messages in Omni as normal, but can also be used for welcome messages, as described below.
Creating a webchat template
In your Admin account:
- Go to the Settings page.
- Go to the Message templates subpage.
- Click the Create new button.
- Click to select the Chat 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.
Using a webchat template as a welcome message
When creating or editing a message queue, the Webchat welcome message section lets you choose a welcome message to send to the customer when an agent accepts a message from that queue.
- Welcome messages are intended for use in webchat, saving agents time by having a standard, professional greeting at the start of each conversation.
- The webchat welcome message can include tags like {agent.name} to personalise the greeting to the agent.
- The welcome message uses a webchat message template.
- The welcome message will be sent in reply to any message the agent accepts, regardless of type. If you would rather the welcome message not be sent to customers contacting you via email, say, you should create separate queues, one with the welcome message that handles webchats, one without that handles emails.
To select the welcome message to use, in the message channel queue settings:
- Go to the Webchat welcome message section.
- Click the Message for contact after the agent accepted the offer drop-down list and select the template to use. Reminder, you will only see the Webchat message templates in this drop-down.