Engage Voice
Assigning an email template to a disposition
Table of contents
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:
- 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.
- Select a queue or campaign.
- Click on the Disposition option in the configuration panel.
- 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.
- Scroll down and find the Email Template setting.
- Click on the dropdown menu and select the email template you just created.
- Click Ok to close the 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.
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