This article is part of the Implementing Omni series. The previous article is Creating flows.
In your Admin account, in the General Settings page, Message templates subpage, you can create several different types of templates, depending on the set up for your environment.
Once you have created templates, there are two ways that Agents can use them in Omni.
- Automatic messages. The template can be created to be sent as a message in response to the Agent choosing a specific call ending reason. This sends the text, with any sender information defined by the template, including attachments in the case of emails.
- Canned messages. The text of any of the message templates may be included into a message of any type, whether they match or not. For example, the text of an SMS template may be included into an email as a canned message. If a message template includes formatting or non-text elements, they will not be included for canned message for SMS or webchat.
Calendar email templates can be used as canned messages, but the calendar is a tool for Outbound, so this series does not discuss them beyond this point.
The next few articles discuss how to create and use templates for both automatic messages and canned messages, beginning with creating canned messages for webchat.