Reply Templates

Agent can create, edit, delete personal chat reply templates using a Reply Template editor.

Note:

Reply template editor is visible only if Contact Center Messenger is enabled.

  1. To create new templates, go to Tools > Chat Personal reply template editor.
  2. Enter the reply content in the text box and click Save.
  3. If you want to use an existing template to create a new template, then click Insert reply template.
  4. Choose the existing template that you would like to use, the content will appear in the editor, you can make the required changes and click Save.
  5. To edit or delete an existing template, click Browse and choose the template you want to edit or delete from the list of templates.
Parent topic: Handling Contact Center Messenger in Ignite
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