Global Reply Templates

Global Reply Templates are some basic and standard reply templates that are created by supervisors and can be used by anyone. Global Reply Templates can be managed by supervisors in Web Ignite > Tools > Global Reply Templates.

Global Reply Templates may be managed by supervisors depending if the May see all queues checkbox is checked in the advanced tab of the Supervisor's Employee record in YSE

If May see all queues checkbox is not checked, supervisors can only see templates that are not associated to any queue or templates that are associated to queues that the supervisors are allowed to see.
If May see all queues checkbox is checked, supervisors can see all templates.

Note: Agents cannot like or add warnings for templates, Supervisors cannot dislike templates.

Supervisor can Search, Add, Edit, or Delete Global Reply Templates in Ignite.

Each Template displays the following fields:

Question/concern field – Displays the relevant question or concern the template belongs to, this is the text that is analysed by the system when it provides suggestions in the Inbox.
Template – Displays the reply text of the selected Reply Template
Media – Displays the media type of the template.
Tags – Displays the Keywords associated with the Template.

Note:

During a system upgrade, old templates present in the system (in the form of txt or msg files) are migrated to the new format. When that happens, the path of the old template is used to created tags. For example, if an old template was found under the “English\Support” directory structure, the tags will be “English > Support”.

If there are more than one listed template, by default it shows in descending order based on date modified. You can display results by the date, question/concern, Media, and Tags. If there are more than 10 templates listed, then click Show more button to see more templates.

The Search textbox allows you to search for templates (matching keywords found in either the Question/Concern, template, or tags). The results are displayed in the paged list.

Adding Global Reply Template

Do the following:

Click icon to add new templates.
Optionally, add tags and select a media.
Optionally, click Associate to associate queues to new templates.
Note: Templates that are associated with queues can only be seen by agents who are assigned to these queues.
Enter the Question.
Enter the Template content. You can add images in the Template, and also add a template inside a template.
Click Save.

Note: If you enter a search keyword before creating a new template, and that search keyword doesn't match the Question/Concern, template or tags in the new template you're creating, After you save, you will not find that template in the list (you must first remove the search string before you see that new template in the list).

Editing Global Reply Template

If you select a template to edit, you will see two tabs as described below:

Details tab - Allows you to add tags, media, question/concern, and the template content with text.
Queues tab – Displays the queues associated with that template. Click Disassociate button to dissociate a queue if needed, and Click “Associate" button to associate new queues.
Note:
- If queues are specified, only agents associated with those queues will be able to see those templates in their inbox
- You can only see queues that you are associated with if the new May see all queues checkbox is not checked in the advanced tab of the supervisor's Employee record in YSE.
- You can associate new queues and dissociate existing queues.
If there were no associated queues or if you disassociate all the queues a warning "No queues are associated with this global reply template: all agents will have access to it" is displayed and if you associate at least one queue, the warning displayed above disappears.

Deleting Global Reply Templates

Click the"Delete"

icon to delete the reply template. You will see a warning message to confirm or cancel the delete action.

If the reply template is deleted, a pop-up message temporarily indicates success:

If the deleted template was linked to an interaction, you can convert the interaction again to a template. This interaction does not remain in a disliked state.
If the deleted template was linked to a case, you can convert the case again without seeing a warning about the fact that a template already exists. This case remains in a disliked state because the case could have been disliked using the dislike button.

Saving a Global Reply Template

Click this icon to save your changes to the template. You can save your changes to the template for the following actions:

adding/removing tags
updating the "Question/Concern" text
updating the template text
updating the media
associating or dissociating any queue
Note:
- You cannot save a template with blank text in the Question/Concern or Template section else an error message is displayed.
- You will get an error message and the changes will not be saved, if you forget to save and try to do one of the following actions:
  - selecting another template
  - searching a template
  - selecting an Order filter
  - clicking the Back button
  - Select another menu on the left (like "Cases" or "Options" for example).
- You can revert your action (and click Save) if you click the Cancel button.

Converting Multimedia Interaction to a Global Reply Template

Supervisor can convert a multimedia interaction into a Global Template. This is allowed for Handled Chats or SMS and for Sent emails but not for Handled Emails.

Go to Web Ignite > History section, select a valid interaction, then click icon in the Chat, SMS or Email tab.
- For Email Interaction: You will see Customer Question/Concerns and Response.
- For Chat and SMS: You will see Customer Question/Concerns and Response with a checkbox to include each section in Final Template.
Click Next.
Note: You must select at least one Question/Concern and one response, else you will not be able to click Next.
Preview the entered content.
Optionally, you can add Tags, click icon and enter required tags.
Click Save and click OK.

Converting User Notes to a Global Reply Template

Supervisor can convert Notes into a Global Reply Template, if the case has at least one user note set. If the "Customer Questions/Concerns" field is not set the Notes cannot be converted to Reply Template.

Go to Cases, select a case and in the Notes tab, click icon.
Select one Question/Concern and a Note, Click Next.
Preview the entered content.
Optionally, you can add Tags, click icon and enter required tags.
Click Save and click OK.

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