Email Templates

Updated: November 12, 2024

Email Templates are pre-written emails that serve as a starting point and can be used multiple times. They're an efficient way to save time by drafting reusable email formats with personalized content using macros.

Go to: Contact Center > Email Templates

Click Create Email Template to begin.



Name. Create a name for the template.

Subject. Write an email subject.

Is HTML. Toward the bottom right of the page is the Is HTML feature. If the email is to be created with HTML, check the box to enable the feature. If the email will not contain HTML, uncheck it to disable.

Body. Compose the email in this section.

Add Macro. A macro is an instruction to get and populate data. In this case, we have a variety of macros that can be used such as {first_name}, {last_name} or {mobile_phone_number}. This dynamic feature allows for relevant data to easily personalize the composition within the template.

Below is an example of an email containing only macros and no HTML.



When the "Is HTML" feature is enabled, click on the HTML Code icon to enable writing in HTML.





You can switch back and forth from "HTML Code" mode and continue composing/editing the email and see how the email is being designed.



After the email is finished, click Preview located on the upper right corner of the "Edit Email Template" window to view the template.



If the template has macros, the preview will display macro data from the last contact created within the account (if the contact has data to populate for the corresponding macros). Additionally, you can click Next Contact to preview with the next contact in the account.



Agent Dashboard Email Tab

Agents can select templates from their dashboard. After a contact has been selected and displayed on the dashboard, click the Email tab, select a template from the drop down menu. The body will display a preview with macro data and not macro code. Click Send to finish.



Conclusion

As mentioned, templates are an efficient way to send emails with the same content. Keep in mind, even though agents cannot edit templates, they can edit the body of the email. This is helpful if agents need to make adjustments before the email is sent.

It's recommended that templates are tested to ensure they're working as intended. If you have any questions, please contact support.