Engage Digital
Managing messaging notification templates
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Security settings
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Business hours
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Notifications
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Audit log
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Extensions
The Messaging notification templates configuration page lets you:
- Create, activate, edit, or delete Engage Messaging Web Messaging notification email templates.
- Use HTML to customize the design and content of the body of the email.
- Set the order of the templates the platform will use by dragging and dropping their names on the configuration page if there are multiple templates available (the platform will use the first listed template that meets the criteria for a thread).
NOTE: If there are no custom templates but you have an Engage Messaging Web Messaging channel with notifications enabled, the platform will use the default notification email template.
Adding a messaging notification template
1. Navigate to Channels > Messaging notification templates in the left-hand navigation bar.
2. Click Add in the upper-right corner of the page.
3. Leave the Active checkbox checked to immediately activate the template after creating it.
4. Enter a Label for the template.
5. Replace the default Email subject. (optional)
6. Replace the default Sender name. (optional)
7. Click the Channels dropdown menu to specify the channels in which the template will apply. (optional)
8. Click the Categories dropdown menu to specify the categories in which the template will apply. (optional)
9. Click the Languages dropdown menu to specify the languages in which the template will apply. (optional)
10. Customize the default message body under Customization. (optional)
11. Click Save.
Deleting a messaging notification template
1. Navigate to Channels > Messaging notification templates in the left-hand navigation bar.
2. Hover your mouse cursor over an existing template’s name.
3. Click the Delete trash can icon that appears at the far right of the template’s name.
4. Click OK in the confirmation window that appears.
Editing a messaging notification template
1. Navigate to Channels > Messaging notification templates in the left-hand navigation bar.
2. Hover your mouse cursor over an existing template’s name.
3. Click the Edit pencil icon that appears at the far right of the template’s name.
4. Edit the template as needed.
5. Click Save.
Messaging notification template configuration settings
- Active: Toggles the activity of the template. This option is enabled by default. Uncheck it to deactivate the template.
- Label: The name of the template.
- Email subject: The email subject shown in the customer’s inbox. By default, the notification email’s subject is [Engage Messaging] You have new messages. You may want to edit the default subject to one that relates to your company and assures customers that the email is not spam.
- Sender name: The sender name shown in the customer’s inbox. By default, the notification email’s sender is RingCentral Engage Digital. You may want to edit the default sender name to one that is specific to your company and assures customers that the email is not spam.
- Channels: The channels to which the notification email applies.
- Categories: The thread categories to which the notification email applies.
- Languages: The languages of the thread to which the notification email applies.
- HTML code: The HTML code that dictates the design and content of the notification email. New templates have a default code.
- Preview: Shows what the notification email contents look like based on the current HTML code.
- Show available variables: Click to show variables that you can use to customize the content of the notification email. Variables include the customer name, the link that will take the customer back to the chat, and the link to unsubscribe from the notification email.
- Submit email preview: Click to send a test notification email to your account.
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