An account administrator can create response templates for you to use when handling digital interactions with customers. Templates can contain frequently-used text or links. With templates, you can respond to customers quickly with well-prepared and formatted text, reducing interaction time and improving customer experience.

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

The following types of templates are available:

• Email Template: The widget contains a list of sample email text to select and add when composing an email. You can hover over the template to preview the template content. You can edit the email template text before sending it.

• Quick Text: The widget contains predefined messages, such as greetings and answers to common questions. The widget is available for chat, messaging, and email interactions. You can send quick text directly or edit it before sending it.

• URL: The widget contains a list of configured webpage links to add to chat, messaging, and email interactions.