Summary
Contact Templates are used as the basis of system messages sent out to Customers and Case Owners. A template essentially consists of a Name and a template for Email and SMS. A template can be previewed and tested to check it's received as expected and data tags can be used to include dynamic data e.g. Customer Name.
Contact Templates List
The list of configured Contact Templates is accessible from the menu item Contact Templates. New Contact Templates can be created and existing Contact Templates edited and deleted from within this page.
Screenshot
New Contact Template or Edit Existing Contact Template
Click the 'Add New' button to create a new Contact Template or click the edit icon in the grid to edit an existing Contact Template. Add Email and SMS templates to Existing Contact Templates by clicking the plus icon in the grid. An existing Email or SMS template can be edited, previewed and tested by clicking the Edit, Eye and Arrow buttons in the grid.
New or Edit Template Popup
The popup window allows full editing and previewing of a template.
Screenshot Editing a Template
Screenshot Previewing a Template
Data Tags
Data Tags can be added to the message template in order to dynamically insert data into the message before it's sent out. This can be tested in Preview mode by entering a value in the relevant field which will update the preview.
Smart Links
Smart links create a short URL for customers to click which will show a view of their data or perform a system action.
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