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.