Using templates

Last Updated : Jun 12, 2024 |

About this task

An account administrator can create response templates for you to use when handling digital interactions with customers. Templates contain frequently used text or web links.

You can use WhatsApp templates to respond to WhatsApp messages. A WhatsApp template can contain buttons, macros, and media. An account administrator enables WhatsApp templates on Admin Portal.

You can use a combination of templates. For example, when responding to a customer email, you can use an email template and a URL template to add a link to a website.

The the Queue Received Templates icon icon next to the template title indicates that the template is specific to your queue. Templates without this icon are common for all agents.

Before you begin

Ensure that you responded to a digital interaction.

Procedure

  1. Click the Queue Received Templates icon.
  2. Search for the appropriate template category.
  3. To insert the template text into your response, click the template title and then click the template preview text.
  4. Optional Edit the text before sending it.

    To add other templates to your response, repeat the steps above.

  5. Click the Send icon to send your response.

    Avaya Workspaces for CRM saves the responses you create using templates in the conversation transcript.