Creating Chat Templates

This section will guide the Agent through the process of creating their own "My Templates." As a reminder, Global Templates are created by an administrator, and these instructions appear in the Admin Guides.

Create a New Template

1. Click the Settings widget
2. Choose the Templates tab
3. Click the New Template button

In the template editor:

1. Enter a name for your template
2. Choose "Chat" as your template type
3. Type the body of the chat message. Use indicators such as or XXX where you will want to replace text when the template is used.
4. Click Save

Edit an Existing Template

Agents can edit existing My Templates by clicking the Edit button that is in line with the name of the template to be edited. Click the Save button to save your changes.

Delete a Template

Agents can delete templates from their template list by clicking the Delete button that is in line with the name of the template to be deleted.

Setting Favorites

Agents can click the star icon in front of any template name to set it as a favorite. This will cause the favorites to appear at the top of the list. Favorites can be set in the Agent Settings screen, or in the template selection screen while creating a reply.