Response templates can be configured in the dedicated panel.
To make searching for templates easier, we can assign them to general categories.
It’s possible to add templates in different languages within a single category.
Predefined templates are available for use in the thread details view, within the response panel.
After reading a new message, an agent can click on the "Reply" button to enter their response. The "Use template" option is available below the text window. Choosing it opens a list of categories, from which the user can select a specific category. The suggested answer is automatically pasted into the reply window, allowing for editing, if necessary.
Updated 5 months ago