Applying reply templates to emails

Agents can apply reply templates to emails, providing standardized responses to common questions and requests. Once applied, responses can be edited as required. Also, click refresh to view and apply the recently created reply templates.

The following procedures explain how to
  • Apply reply templates to emails using file name or predictive text
  • Apply reply templates by browsing and selecting
To apply reply templates to emails using file name or predictive text
  1. When an email is in reply mode, place the cursor in the body of the email response.
  2. On the formatting toolbar, click the Insert Reply Template button.
  3. In the Insert Reply Template window, begin typing the file name or the text that the template contains. Templates matching the file name or the text will display.
  4. To insert the template, in the Insert Reply Template window, click the template you want to insert and click Insert. The text is inserted in the email, at the cursor point.
  5. Optionally, delete the text from the window and repeat the above steps.
To apply reply templates by selecting the templates from the list
  1. When an email is in reply mode, place the cursor in the body of the email response.
  2. On the formatting toolbar, click the Insert Reply Template button.
  3. From the Insert Reply Templates window, select the reply template you want to apply from the list and click Insert button.
  4. Reply template is inserted in the email, at the cursor point.
  5. Optionally, delete the text from the window and repeat the above steps.
Parent topic: Handling emails in Ignite
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