Engage Voice | Creating an email template

Table of contents

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 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 the 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.
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