Q Templates provide agents with a library of searchable, customizable text responses for interactions. Administrators can configure the Q Templates with queue-specific information and then select that response as part of working the interaction.
Q Templates can also include variables pulled from the interaction data to provide agents and customers with a fully personal experience. Templates can also be used to provide answers to frequently asked questions.
To begin, click the New Template button in the upper right corner.
Template Type
Determine whether this script is designed for email or messaging (SMS & Webchat).
Template Name
Name your template to quickly and easily find it in the template list.
Skills
If you want to display a specific script based on an applied skill, you can insert the skills here.
Queue
Select the queue you’d like to associate with your template. Since they are personalized, templates are specific to a queue.
Variables
To personalize the template, use the Variables dropdown to determine the information you’d like to personalize (e.g. CallerID Name). Then, copy and paste the Variable Syntax in order to auto-fill when the template is generated on an interaction.
Message & Preview
Type your message in the Message field—you’ll see an automatic preview below. Variables will still display in syntax form within the Preview window.
Inactive Switch
If you want to keep a template, but remove it from the agent list, click the Inactive toggle switch. When the switch is on, the template is inactive and invisible to the rep.
After you save your new template, it becomes instantly visible within the assigned queue. Templates will populate within the Existing Templates window in the event that you need to make adjustments.
