Response Templates not visible unless you search

[christallant]

In the CSM Configurable workspace, the response templates do not display unless you type something and hit enter.  We will have upwards of 100 response templates, which makes is difficult for agents to remember the name of the template needed.  Is there a way to display the options without needing to type something? or has anyone come up with a good solution? 

[Tanushree Maiti]

Hi @christallant 

1) Refer KB: KB2657531 Response Templates Not Displayed in Configurable Workspace 

Resolution

1. Ensure that the short description of the record matches the name or criteria of an existing response template.
2. Test by creating a response template with the same group and matching criteria as the record; confirm that it appears in the workspace sidebar.
3. If templates still do not appear, review template configuration and group assignments for accuracy.

2)Refer KB: KB2551219 Response Templates Not Available on CSM/FSM Configurable Workspace 

Resolution

Verify the following:
1. It depends on the short description of the record. If there are no records matching the short description, the results will be empty.
2. The minimum character setting for Response Templates is a global setting and cannot be overridden specifically for Response Templates. The property 'com.snc.contextual_search.min_length' is a global setting that applies to contextual search (including Agent Assist).