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Message Templates

Message templates

Gradually rolling out in November 2024

Agents can use predefined templates to send messages to contacts from the Agent Application

Message templates are configured under Users > Products > Message Templates. Up to 20 predefined entries can be added, each as a semicolon-separated pair consisting of a name and message.

Example:

"Thank you template;Hi {contact.name}, Thank you so much for your help! I really appreciate it. Best regards, {agent.name}"

"Thank you template" is used as template name.
"Hi {contact.name}, Thank you so much for your help! I really appreciate it. Best regards, {agent.name}" is used as template message.

Please note! Templates must be defined using the following syntax (with a semicolon): <title>;<contents>.

Message variables

Template variables can dynamically pull data from the current context (such as phone numbers, agent names, or other relevant fields) and insert it into message content.

Example variables:

{agent.name}
{contact.name}, {contact.title}, {contact.address}, {contact.phoneNumber}, {contact.emailAddress}
{system_country}, {session.system_caller_ano}
{session.stask_phone_number}, {session.system_CallingPartyNumber}, {session.system_CalledPartyNumber}
{session.system_last_user_firstname}, {session.system_last_user_lastname}
{session.stask_description} {session.stask_contact_name}, {session.stask_subject}
{request.request_contact_name}, {request.request_phone_number}, {request.request_subject}, {request.request_description}

Please note!

The context depends on the host widget. Widget may provide information about the contact, the session, the request, and the agent.
Not all variables are available in every scenario.
Variables may differ across customer setups.

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Message Templates