Response templates

Last Updated : Nov 21, 2023 |
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In Application Center Administration, you can create response templates for agents to use when handling digital interactions with customers. Templates typically contain frequently-used text or links. Templates enable agents to respond to customers quickly and with well-prepared and formatted text, reducing the interaction time and improving customer experience.
You can create and manage the following types of CRM templates:
  • Email templates
  • Chat and messaging quick text responses
  • URLs
  • WhatsApp templates
For more information about configuring response templates, see the Managing templates section in Administering Avaya Experience Platform™ Public Cloud. For more information about configuring WhatsApp templates, see the WhatsApp management section in Configuring Avaya Social Connections for Avaya Experience Platform™ Public Cloud.