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Overview
If you need help to create your email template, please consult this article : “Email templates – Set them up“
I – In smart routing
You can use the “Send an email” action in a voice, email or message smart routing by selecting the desired template.
You can choose whether it’s an outgoing interaction or a basic send, the queue to be used, add recipients and a subject (if no subject is entered, the one in the email template will be used). You can also choose whether or not to record the passage in this action.
II – In welcome message
In incoming queues, you can set up a welcome message, and choose the entry point used.
III – In payment module
Once your payment module is set up, you can choose an email template to send a confirmation message to your client.
You can also also activate the email channel to request payment, and choose a template.
IV – In outgoing email
The most obvious use of the email template is, of course, outgoing email.
Note: if the template you choose is in “read only”, the agent can only fill in variables, add more attachments and add more recipients (to, cc, bcc).