How to default to response templates instead of email templates in side panel CSM workspace

[janindiadoc_1]

Scenario : When an agent is in 'Compose email' in CSM Workspace for a specific application, the side panel defaults to the ‘Email Templates’ tab (the top option). However for agents it would be preferable to default to ‘Response Templates’ (3rd option – see screenshot attached) as response templates are used daily by agents and email templates are rarely used. Is it possible to default to response templates instead of email templates in the side panel. We are using the Zurich version.

[PDawg]

I'd say that it would take way less time and effort (not to mention the customization to OOB functionality) to just recreate your response templates as email templates instead of trying to change the functionality of compose email feature to use response template table instead of current configuration. 

[janindiadoc_1 · Accepted solution]

I have raised a request with SN to assist and got answer to my question.

To achieve this, the Draft Email Page must be configured. The out-of-box (OOB) Draft Email Page is read-only, so we need to create a custom variant of the page using UI Builder and rearrange the required components. However, this would be considered a customization, and it will impact all applications that use the CSM Workspace. It cannot be applied conditionally to a single application.