Engage Voice | Configuring an email template

As we discussed in Email templates overview, email templates are a set of pre-written email messages that can be sent to a lead or customer once an agent submits a disposition during a call or chat. They can be useful in situations where you may want to send the same type of email to a large number of leads or customers.
Email templates are completely customizable. You can configure a template to send to one or more multiple emails, add attachments, and personalize your messages. 
Let’s review how you can create and configure your email templates.

Creating an email template

To create an email template, follow the steps below.
1. Navigate to Agent Tools > Email Templates via the left-hand navigation bar
2. Click the Add Email Template button beside the search bar at far right to make the Configure Email Template modal window appear
3. Enter a name for your email template in the Template Name field
4. Check the Allow Body Edit box next to the Template Name field to allow editing of the body text under the Email Template setting
5. Enter valid email addresses in the From, To, CC, and BCC fields. Please note that email addresses must be valid to successfully send an email
6. Enter a subject line in the Subject field 
7. Check the Allow Edit box to the right of any field to allow agents to edit those settings 
8. Write your email message in the text area under the Email Template setting
9. Additionally, you can select from a list of available lead, call/chat, and model tags to populate in select fields by clicking the {{ Add Tag }} button 
10. Click Save to save your changes and close the modal window

Understanding the email template settings

Now that we’ve gone over how to create an email template, let’s take a deeper look at each of the settings discussed in the steps above. 

Remember: If you’d like to allow agents to edit the email template before sending it, simply check the Allow Edit checkbox next to each setting to enable that setting for edits. And anytime you see an {{ Add Tag }} button next to a setting, just remember that you can use that to populate the field with an available lead, call/chat, and model tag.
  • Template Name: The name of the email template (this is a required field) 
  • Allow Body Edit: Check this box to enable agents to edit the body text under the Email Template setting
  • From: The email address that will display to the lead or customer as the sender of the email
  • To: The email address of the lead or customer
  • CC: Include comma-separated email addresses that you wish to include in this email. The email addresses provided in this field will be visible to the person receiving the email
  • BCC: Include comma-separated email addresses that you wish to include in this email. The email addresses provided in this field will not be visible to the person receiving the email
  • Subject: The subject of the email that will appear in the subject line of the recipient’s email
  • Allow Edit: Check this box next to any field you’d like to allow the agent to edit 
  • Email Template: This freeform text area is where you will write the content for your message. Use the text formatting options above the text area to customize the message of your email

Managing your email templates

Once you’ve created an email template, it will appear in a table under the Configure Email Templates section. The table will display the unique ID for the template (Template ID), the name of the template (Template Name), the subject line that the email recipient will see when the email is sent (Subject), and the To and From email addresses. 

To the far right of the table, you are given the option to either edit your email template (via the pencil and paper Edit icon) or delete your template (via the Delete x icon).

Setting up an email template attachment

If you would like to add an attachment to your email template, you can do so by following these steps:
1. In the Configure Email Templates table, click the Edit pencil and paper icon next to the email template to which you’d like to add an attachment
2. At the top of the modal window that appears, click the Attachments tab 
3. Click the Custom Upload button 
4. Select the file(s) you’d like to attach to the email
5. Click Save to complete the file upload and close out of the modal window
Once the file has been uploaded, it will appear in the table at the bottom of the modal window. In that table, you’ll see the ID assigned to the file (Attachment Id), the name of the file (Filename), and the size of the file (Attachment Size) in KB. To delete the file, click the Delete x icon at far right.

Adding an email template to a disposition

Before your agents can have access to the email template, you first need to assign your email template to a disposition on an inbound queue, a chat queue, or an outbound campaign. If you have not yet created dispositions for your queues or campaigns, visit All about agent dispositions to learn more.
To attach an email template to an agent dispositions, follow these steps:
1. Navigate to either Dialing > Campaigns, Routing > Queues, or Chat > Chat Queues (depending on where you would like to assign your email template) via the left nav bar
2. Select a queue or campaign 
3. Click on the Disposition option in the configuration panel 
4. Find the disposition to which you’d like to assign your email template and click the Edit pencil and paper icon at far right to open the Disposition Configuration window
5. Scroll down and find the Email Template setting
6. Click on the dropdown menu and select the email template you just created 
7. Click Ok to close the modal window
Don’t forget to save your changes!

Viewing and editing an email template via the agent interface

Now that you’ve assigned your email template to a disposition on a queue or campaign, your agents will be able to view and/or make changes to the email template via the agent interface. Once an agent is ready to submit a disposition in a call, and they have determined that an email should be sent to the lead or customer, the agent can simply select the disposition to which the email template is assigned. 
Once they’ve submitted that disposition, a modal window will appear with all the same email template settings you have configured in the admin interface. In this modal window, you’ll notice that any settings that were not given editing access to agents will be greyed out. For settings that agents were given editing access to, agents will be able to click into and make any changes to the field. 

After an agent finishes making changes to the template, they can click the Send Email button at bottom right to send the email to the lead or customer. If they do not wish to send the email, they can click the Discard setting at bottom left.
View of email template after dispositioning a call
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