Applying reply templates to SMS responses

Agents can apply templates to their SMS responses, providing standardized responses to common questions and requests.

To apply a reply template to an SMS response
  1. When an SMS interaction is in reply mode, place the cursor in the body of the response.
  2. Click the Browse Reply Templates button.

    The Browse Reply Template button displays as a magnifying glass in the formatting toolbar.

  3. Type the text that the template contains.

    Templates matching the text display.

  4. Select a template text from the list provided.
  5. Press Enter and click Insert Template.

    Template mode changes back to Reply mode.

  6. Click Send Message to send the message with the template.
Parent topic: Handling SMS in Ignite
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