Response Templates are templates used while sending a quick response to the customer. Example: An acknowledgment email received by the customer when he sends a request to an organization is a kind of response template.
To view Response Templates, go to Settings > Email > Response Templates and the following screen appears.
Response Templates Manage Screen
The page displays a grid where all the created Response Templates are managed.
To configure a Response Template, follow the steps given below:
1.Click 
button and the following screen is displayed.
Add Response Template
3.Provide the following details.
| Screen Elements | Description |
|
Skill |
Select the skill to be assigned to the template from the dropdown list. |
|
Name |
Provide name for the template. |
|
Description |
Provide description for the template. |
|
Subject |
Provide subject for the template. |
|
Html Text |
Provide the text that is to be displayed in the template. |
|
Plain Text |
Provide the text that is to be displayed in the template. |
Note:
•When both Html Text and Plain Text are configured, Html Text is visible in the acknowledgment email.
•If only Plain Text is configured, then Plain Text is used in the acknowledgment email.
4.Click 
button to add a template. A confirmatory message stating 
is displayed below the buttons.
5.Click 
button to cancel the process and return to the Response Template manage screen.
6.The newly added template will be displayed in the grid as shown in the screen
7.Click 
icon from the manage screen to edit a particular template. Once the changes are done click 
button to update the changes made or click button to cancel the process and return to the Response Template manage screen.
8.Click 
icon to delete a response template from the grid.