In order to provide the Agent with a set of pre-defined chat templates that can be used for answering chat conversations, you can set up Template Groups.
When you select the Template Groups menu option within Management, the “Template Group Management” window will appear where you can Edit existing Groups or add a new one.
Creating A New Template Group
To create a new Template, choose the + Add Template Group button and a new window will appear. Fill in the following information:
- Tenant: Assign to the appropriate customer
- Type: Select Webchat
- Short name: Enter a name to describe the group
- Description: Enter a description of this group
- Save progress by clicking Save button
NOTE: The Template Group will be made available to Agents by configuring the Group within specific Chat Queue.