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Queue Management
Managing queues, queue groups, calendars, schedules, prompts, prompt files, skills, and reply templates and folders
Reply Templates and Their Folders

Queue Management
Managing queues, queue groups, calendars, schedules, prompts, prompt files, skills, and reply templates and folders
- Creating Queues
- Deleting Objects
- Managing Queue Groups
- Managing Calendars
- Creating Schedules
- Prompt Management
- Prompt Files
- Skills
- Reply Templates and Their Folders
  - Managing Reply Template Folders
  - Managing Reply Templates
  - Interactive Templates
    Create templates that have interactive content, for example a question from an agent to a customer if video channel can be opened.
  - Using WhatsApp Message Templates
    If your customers have given permission, you can send them messages using templates.
- Configuring Third-Party Extensions
  Embed a third-party web application, developed by third-party vendors or system integrators, as an iframe to the Communication Panel application.

Reply Templates and Their Folders

Reply templates are used in e-mails and chats for example as greetings and signatures. You can include reserved words in the templates. They are words that are replaced with a value in the database, for example {CUSTOMEREMAIL} is replaced with the address from which e-mail or chat has been sent. For more information about the available reserved words for reply templates, see Managing Reply Templates. For information about the available reserved words for scripts, see Creating Scripts

You must also create folders for the reply templates. The folders are added to queues and they are available for the agents who have rights for these queues.

Note:

Reply templates that use HTML content should be tested firstly for desired outcome on recipient devices before usage in queues.