Response templates provide reusable messages that can be copied to an incident or task forms to provide quick and consistent messages to users
Procedure
In the main platform, in the filter navigator type “Response template” to bring up “Response template configuration.”
On the Response Template table Select New to create a response template. Once the record opens
Name: Name of the response template.
Short Name: Short description that identifies the response template when using chat in Agent Workspace
Table: HR Incident (u_payroll_incident)
Condition: Conditions that determine when the response template is available for use. HR Category L1 is Anything
Group Visibility: Indicates what groups have access to the response template. NOTE: if left empty the response template will be available to all groups. If you want to add a group, Example: Payroll Specialist
Template Body: Text providing a response to your users. To the right of this box you’ll see “Select Variables:”
In the variables box you see “+Fields” click the plus sign to expand the listing.
If you want to add the name of the associate contacting you, to the response greeting, for example: Hello Edward, then choose “Associate from the fields. When it’s added to the template body you can remove the word “Associate:” and just leave everything from the $ sign on.
when you get to this point, don’t submit. We want to stay on the form. So right-click on the Gray area to Save.
Once you click Save, your template is created but it is Important to create the channels
Click Edit and move all the channels from the Collections box to the box on the right and Save.
Once this is done, your Response Template is completed!
NOTE: Channels limit the response template to only the channels you add. If you leave this blank, the response template is available to no channels. This feature allows you to have different messages for chats, emails, or form.
Navigate to any HR incident and you will see a “Responses” button.
Clicking on the button will display the Template widget with a drop down to select your newly created template.
Select your template and the Message field will populate with the template info. Click the “Copy to Clipboard” button to copy the info to your ticket.
Hope this helps someone, if it does, please leave a helpful. Also Check out the demo video I created:
https://youtu.be/_wLJisBJ30g
