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Configuring text blocks

Administrators can create text blocks which act like a template when agents are responding to customers. An agent might be dealing with a customer via email, webchat or SMS and if required can select a pre-defined block of text to use as a response.

The block of text is inserted in the response message at the position of the cursor and may contain placeholders for the agent to fill in using the rich text editor.

Note: A text block must be associated with a queue before it can be used by agents assigned to that queue.

Configure a text block

For webchat templates use Email as the Type.

  1. Click Agent Assets > Text Blocks in the menu bar
  2. Click Add
  3. Enter the mandatory Name (up to 200 characters)
    • The name must be unique within your company.
  4. Enter the content of the text block
    • Use the rich text editor to format your text as required.
  5. Tick the Template enabled checkbox
  6. Select SMS or Email from the Type dropdown
  7. If selecting email enter a Subject for the email
  8. Tick the Editable checkbox to give agents the ability to make changes to the message before sending
  9. Click Add
  10. The text block will be created
Note: If required you can create a text block and add it without enabling it. This means it will be saved as a draft to be enabled at a later date.

Including Links

Administrators can also include a link(s), which the customer can open. The position of the link in an email, a webchat message or an SMS can be configured by placing the characters {{link}} in the content at the appropriate location. If the link location is not specified, the link will be inserted at the start of an email/webchat message as the first line or at the end of an SMS message after a space.

Definitions

  • Name: The name of the text block.
  • Content: The content of the text block. This may include link(s) that the customer can open.
  • Template Enabled: Whether or not the text block can be used as a template that agents can select as the body for an email or SMS message that they are sending.
  • Type: The type of template: either Email or SMS.
  • Subject: (Email only.) The default email subject.
  • Editable: Whether or not the agent can change the template settings.