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Templated Responses

Introduction

NEONNOW’s agents can now easily utilize various templates for customer interactions through chat, email, and SMS. With the ability to customize these templates, agents can efficiently and professionally handle all customer interactions in a consistent manner.

Enabling/ disabling Templated Responses

  • Admin can toggle on/ off to enable or disable the template Responses in Settings> Agents

  • To tailor your template to fit the requirements of your contact centre, click on “Manage Your Templates”.

Manage Your Template

Create a New Template

Admins can create chat, SMS, and email templates with just a click on the “+” icon.

When the “create a new template” modal is open, administrators have the option to select the template type from a dropdown menu.

Create a new Outbound SMS Template

To create a new outbound SMS template, choose “Outbound SMS”.

Please note that Template operates on a queue-based system rather than an agent-based system, and NEONNOW doesn’t support Inbound SMS at this stage. Therefore, Outbound SMS messages can only be assigned to all queues, and the “Some Queues” button is disabled.

Click Save to save the template.

When an agent attempts to insert an SMS template, this is what the agent app display looks like.

 

Create a new Email Template

To create a new email template, choose “Email”. The email format supports the use of rich text format.

You can either assign the template to “All Queues” or “Some Queues”.

 

  • Assign Email Templates to All queues
    • This template can be used by all agents on any queue.
    • Fill out the template content and click save.

    • When an agent attempts to insert this Email template, this is what the agent app display looks like.

 

  • Assign Email Templates to Some Queues
    • Please note that the template is based on a queue system rather than agent-based. Hence, only inbound emails directed to the assigned queue can use that particular template.
    • Click “Some Queues” and assign one or more queues to this template. Here we assigned the “Email Queue”.
    • Click Save.

    • In the NEONNOW app, agents can reply or forward emails from the “EmailQueue” using the template assigned to that queue.

 

Create a Chat Template

To create a new chat template, choose “Chat”.

You can either assign the template to “All Queues” or “Some Queues”.

 

  • Assign Chat Templates to All queues
    • This template can be used by all agents on any queue.
    • Fill out the template content and click save.

  • Assign Chat Templates to Some Queues
    • Fill out the template content and click save.

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