Overview

The Email Templates module allows you to create and maintain the templates used for emails sent from the contact centre.

What are Email Templates?

Email Templates are the mechanism by which you can predefine standard emails to be sent by the system or by an agent. Email Templates are used in much the same way as mail-merge documents are used - the template includes references to user data (fields) which are populated with values whenever an email is generated from the template.

Emails generated with a template can typically be edited by the agent before they are sent unless such editing is forbidden (e.g. to ensure consistent wording of sent emails) or when no user interaction is involved in the generation of the email (e.g. when sending an automatically-generated report).

Email Templates can contain both static and/or dynamic content.

You can determine whether agents can modify emails generated via email templates or not. See the campaign details for each type for instructions for adding an email template to Inbound, Outbound, or Email campaign types.


1. Add or edit Email template 

This feature allows Workspace Administrators to create new or edit existing email templates.

  1. Open the Workspace.

  2. Select Email Templates from the Resources menu.

  • To add a new template, click the Add icon in the header row. The Add Email Template dialog opens.

  • To edit an existing template, locate the template to be edited and click the Edit icon to the right of the located template.

If creating a new template, complete the following details, and click Save

Field Name

What you should do

Template Name

Enter a meaningful name for this email template.

Template Description

Enter a description of the purpose for this email template.

The Edit Email Template dialog opens, which allows you to manually enter all the required details of an Email Template.

The dialog comprises several sections.

Identification Section

The first section identifies the Email Template, by presenting both its name and its description. These fields can be edited by clicking the Edit icon that appears when you move your mouse over the Email Template name.

Dynamic Fields Section

This expandable section allows you to create and delete dynamic fields. Dynamic fields are used to populate sections of the emails that will be generated from this Email Template, in a similar manner to the way mailmerge works.

To create a new dynamic field, enter the field name in the text box, and click the Add icon. A new field will be created and will be given a system-generated ID, which will be the primary means used to reference the field.

To delete a dynamic field, move your mouse pointer over the field, and a Delete icon will appear on the right-hand side of the shaded area dedicated to that field. Click this icon to delete the field.

Email Content Section

This section provides all the utilities needed to define the content and headers of the Email Template and to test it out by sending an email generated from the template to a test email address.

On the right-hand side of the shaded header bar of this section are a number of action icons:

Action Icon

Function

Add Attachments
To add and download attachments that will be attached to the email.

Preview Email Content
To preview an email generated from the template. Since real data fields will not be available until you assign the template to a campaign, the data field IDs will be inserted wherever field values are required.

Send Test Email
Sends a test email, generated using the template, to a user-specified email address.

Save Email Template

Fields Sub-section

The main body of the Email Content section displays all the fields and email content that will be included in emails generated from this template:

Field Name

What you should do

Default Email Subject

Enter the default subject line for the emails generated from this template. This subject line will be able to be edited before any generated email is sent, or when the email template is assigned to a campaign.

Destination type

Select the type of destination to which emails generated from this template will be sent. Two choices are available:

Field: Typically used to send an email to a contact, for example to request they fill out a post-contact survey. If this option is selected, then the field which will contain the destination email address also needs to be selected.

Fixed Email Address: Typically used to send a notification to an internal email address, for example to send a notification email to the order fulfilment department after a sale has been made. If this option is selected, then the destination email address also needs to be specified.

Default Sender name

Enter the default sender name for the emails generated from this template. This name will be able to be edited before any generated email is sent. Depending on the way the email channel is defined, this setting may not be effective, or may be ignored.

CC

Enter one, or more, email addresses to which emails generated from this template will be copied. If multiple email addresses are entered, they should be separated by either a comma " , " or a semicolon " ; ".

BCC

Enter one, or more, email addresses to which emails generated from this template will be blind copied. If multiple email addresses are entered, they should be separated by either a comma " , " or a semicolon " ; ".

Reply To

Enter one, or more, "Reply To" email addresses that will be included in emails generated from this template. If the recipient of one of those emails subsequently replies to it, his reply will be sent to the relevant "Reply To" email address.

Attachments Sub-section

Below these fields is a section listing all attachments to the email (if any). These attachments can be downloaded or deleted by placing the mouse pointer over the relevant shaded box, and selecting the appropriate action icon when it appears.

HTML Editor Sub-section

Using the various edit controls that are provided, you can edit and format the email content as required.

If you want to include a Dynamic Field in the text of the email, click Fields and select the field of interest. Its ID will be inserted, between '%' characters, into the body of the email. This ID will be replaced with the relevant field content when an email is generated from this template.

If you want to include an "IVR" field in the text of the email, you can use the data label that has been specified to the IVR field and insert between '%' characters e.g. %ivr:PIN_NUMBER% where PIN_NUMBER is a prompt in the Workflow IVR for the Customer to enter. This field will be replaced with the relevant field content when an email is generated from this template.

If you want to include a System Variable in the text of the mail, click System and select the variable of interest. If a required system variable is not displayed, you can type the variable name. The complete list can be found below. Its ID will be inserted, between square brackets, into the body of the email. This ID will be replaced with the relevant field content when an email is generated from this template.

System Variables:

agent_first_name: [agent_first_name]
agent_last_name: [agent_last_name]
agent_user_name: [agent_user_name]
agent_display_name: [agent_display_name]
agent_email: [agent_email]
customer_key: [customer_key]
contact_name: [contact_name]
contact_email: [contact_email]
current_campaign_tt: [current_campaign_ttl]
lead_id: [lead_id]
cli: [cli]
dnis: [dnis]
agent_interaction_id: [agent_interaction_id]
activities:activity_source: %activities:activity_source%
activities:activity_destination: %activities:activity_destination%
activities:activity_start_dt: %activities:activity_start_dt%
activities:activity_end_dt: %activities:activity_end_dt%
activities:queue_entry_dt: %activities:queue_entry_dt%
current_date: [current_date]
current_time: [current_time]
activity_id: [activity_id]
current_data_label: [current_data_label]
activities:activity_id: %activities:activity_id%
organisation_title: [organisation_title]
organisation_url: [organisation_url] 
CODE

2. Send Test Email

Send Test Email gives you a chance to see how your selected email template looks when an email is created based on it.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  3. Locate and select the campaign you wish to edit. The Campaign Details are displayed.

  4. Scroll to the Email Templates for the Campaign list.

  5. Click the Edit icon next to the template you wish to test. The Edit Email Template dialog opens.

  6. Click the Send Test Email icon The Send Test Email dialog opens.

Enter the following details for the test email:

Field Name

What you should do

Email Subject

Enter a subject for the email.

To

Enter a valid email address.

Click the Validate icon to verify the email address you have entered.

Add CC, BCC & Reply To

Click the checkbox to enable these addresses.

When satisfied with the email details, click Send.

Activity ID in email templates 

It is possible to add the Activity ID in an email when a customer leaves a voicemail. The Activity ID can be fetched for further processing, using the API.

The variable to be used in the email template is %activities:activity_id% and will transform into the actual Activity ID in the sent email.


3. Display Email Templates

This feature allows Workspace Administrators to navigate the list of email templates.

A list of email templates is displayed and each template has the following details:

Column

Contents

Template Name
Description

On the top line, the name that has been assigned to this email template is displayed.
On the second line, an explanatory description is displayed.

Default Subject

The Default Subject line for the email template.

Created by

The name of the user who created the email template.

Created On

The date and time when the email template was created.

When the pointer hovers over a record in the list, an action icon for editing the email template appears.
Click the Edit icon to open the Edit Email Template dialog.

Quick Search 

If you know the Email Template Name, enter it into the Quick Search field and click the Search icon to locate that template.


4. Preview Email Content

This feature allows you to examine the layout of your email content prior to its use in a campaign. Where to find this feature:

  1. Open the Workspace.

  2. Select Email Templates from the Resources menu.

  3. Locate the template to be edited.

  4. Click the Edit icon to the right of the located template.

  5. Click the Preview Email Content icon in the toolbar.

  6. When satisfied with the content of the template, click Done