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How can I create a Template (macro)?

A quick message template is a predefined message that allows customer support agents to quickly send repetitive responses. These templates are used to respond faster to customer requests and speed up workflow.

For example, messages such as standard answers to frequently asked questions, transaction confirmations, thank you messages or ticket status updates can be defined as quick message templates.

Quick message templates help the customer support team standardize responses and reduce response times. This increases customer satisfaction and enables agents to work more efficiently.

You can create your own quick message templates from within the application by following the steps below.

  • Go to Admin > Admin Panel > Templates.
  • Select the Templates page. When the page opens, you can see the existing templates and start adding new templates from the +Add Templates field.
  • On the template creation page, you can create your template by filling in the template name and action fields.

You can select the fields in the text that you want to be auto-filled in the “Select an available placeholder” section.

The fields are as follows:

  • Your primary email address
  • Primary telephone number of the appointee
  • Full name of the customer
  • Customer’s primary phone number
  • Primary e-mail address of the appointee
  • Your primary phone number
  • Number of the ticket
  • Subject of the ticket
Updated on April 7, 2024

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