This article describes the process of creating a message template for emails. For more general information about message templates see Message templates overview.
In your Admin account:
- Go to the General Settings page.
- Go to the Message templates subpage.
- Click the Create Email template button.
- Type a Template name. This will appear as the title for this template in canned messages, so it is a good idea for the name to clearly state what it is for.
- Optionally, type a Template subject line for the template.
- For the Sender email address either type an email address, or click the Dynamic fields drop-down list and choose a preset value.
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- For example choosing Agent's email address will show the tag {agent.email} which will be replaced by the email address of the agent sending the message.
- If you type the Sender email address, you can use < > to include the name of the sender as well as their email address, for example, Rob <rob.edwards@example.com>
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- Leave the Receiver email address blank to send the email to which ever contact is active when the template is used. Alternatively, type a different address if you need to send an email to a specific address whenever this template is used. To send to multiple addresses, separate them with commas.
- For CC and BCC type an email address to send this message to. If you want to BCC the agent every time they use this template, for example, click the Dynamic fields drop-down list and select Agent's email address.
- To add an attachment to the template, click the Choose file button and browse to find the file.
- To add multiple attachments, for each file after the first, click the New attachment button.
To create the message content:
- Type the content in the space at the bottom of template window.
You can include formatting, links and graphics using the editing tools. You can also 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 message is sent, the tag will be converted to the name of whichever agent is sending the message.
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.