[Reading time: 2 minutes]
Overview
Email templates in INO cx allow you to create predefined messages, customizable with variables, to help agents save time, ensure consistent communication, and support both manual and automated email sending.
I – Prerequisites
To be able to modify, create or delete an email template, the user must have the rights in the Role.
In the profile, settings tab, Flow section, the user must have the rights in the email column.
You will need to decide which rights you want for the agents who use this template. Email templates are created in the Maker and must be added to the queue, configuration tab. In the queue, you can choose the rights associated when using this template: modification or read only. If you choose read only, the agent can only fill in variables, add more attachments and add more recipients (to, cc, bcc).
II – Manage email templates
To create an email template, go to the Maker, Toolbox module, email templates sub-module.
1. Email templates list
The list of email templates appears, if any have already been created.
- the name
- the reference
- the usual buttons:
- (optional) information: if a description has been inserted
- arrow: to open the email template
- cogwheel: to duplicate, view history, see dependancies or manage tags
- pencil: to modify
- trash: to delete (if grayed out, this means that the email template cannot be deleted as it is used by other items)
2. Creation button
Click on the “CREATE” button, then choose a name, a reference (which must be unique), and a description (optional).
The limit of email templates that can be created is 50.
3. Search an email template
A search bar lets you search by name or reference.
A drop-down menu lets you search by tag.
4. Manage content and recipients
When you click on the arrow, you can manage your email template via 2 tabs.
4.1. Information
“Header” section:
- Name, reference, description : for internal use only
- TO: recipients
- CC: copied recipients
- BCC: hidden copied recipients
Note: in email templates, the total sum for email addresses can be up to 50, all included (to, cc, bcc).
- Subject : email subject
- Insert the unsubscribe link : YES/NO.
The unsubscribe link will be automatically added at the end of the email. This option is only available when the email is sent to a single recipient.
“Content” section:
You can write the content, up to 100,000 characters, and use all the classic functions (change font, size, colour, bold, italics, etc.).
This field is magical, you will be able to use text, INO cx variables and custom variables.
4.2. Email attachments
You will be able to add attachements :
- from the document center (private or public files)
- from your computer
Note: make sure you respect the authorised formats and do not exceed the maximum size.
Congratulations! You can now use your email template.