Tools

In the Tools page, you can create a personal email reply template that can include plain text, images, or links to provide standardized email responses to common questions and requests. You can also insert variables in your reply templates, which can dynamically change their value depending on the email call’s supplemental details.

Creating personal reply templates

You can create, preview, edit, and delete existing personal reply templates.

To create a personal email reply template
  1. Click Tools > Email.
  2. To insert text, in the reply template editor, type or copy and paste the text.
  3. To insert a variable, type the variable name in the following format: <<VariableName>>. You can insert multiple variables. In the email reply, Ignite replaces the variable with the actual value of the variable defined in YourSite Explorer (YSE).
    Note: The variable name used in the reply template must match the variable name defined in YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply will leave the text as it is enclosed within quotes. (that is, “<<VariableName>>”). Consult with the system administrator to obtain a list of variables, from which you can choose the variables you want to insert in a personal reply template.
  4. To insert an image, click Insert picture and browse to the image you want to insert.
  5. To insert a link, click Insert/edit link and copy and paste the text for the link you want to insert.
  6. Type the name you desire for the reply template.
  7. Click Save.
To create a personal chat reply template
  1. Click Tools > Chat.
  2. To insert text, in the reply template editor, type or copy and paste the text.

  3. To insert a variable, type the variable name in the following format:

    <<VariableName>>. You can insert multiple variables. In the email reply, Ignite

    replaces the variable with the actual value of the variable defined in YourSite Explore

    (YSE).
    Note:

    The variable name used in the reply template must match the variable name defined in YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply will leave the text as it is enclosed within quotes. (that is, “<<VariableName>>”). Consult with the system administrator to obtain a list of variables, from which you can choose the variables you want to insert in a personal reply template.

  4. Click Save above the editor.
  5. Type the name you desire for the reply template
  6. Click Save.
To create a personal SMS reply template
  1. Click Tools > SMS.
  2. To insert text, in the reply template editor, type or copy and paste the text.
  3. To insert a variable, type the variable name in the following format: <<VariableName>>. You can insert multiple variables. In the email reply, Ignite replaces the variable with the actual value of the variable defined in YourSite Explorer (YSE).
    Note:

    The variable name used in the reply template must match the variable name defined in YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply will leave the text as it is enclosed within quotes. (that is, “<<VariableName>>”). Consult with the system administrator to obtain a list of variables, from which you can choose the variables you want to insert in a personal reply template.

  4. Click Save above the editor.

  5. Type the name you desire for the reply template.

  6. Click ave.

Parent topic: Getting started with Ignite
↑