Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Multimedia Chat Businesses/ (Email) Sending an Email Using a Template
Updated on 2025-11-07 GMT+08:00
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(Email) Sending an Email Using a Template

An agent can use configured email templates to reply to customers accessing through the email channel.

Context

The email templates that can be used by an agent is affected by the OU. The specific requirements are as follows:
  • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the agent can view and send email templates of accessible OUs.
  • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the agent can view and send email templates of the home OU, accessible OUs, and Unorganized.

Prerequisites

The tenant administrator has configured an email template. For details, see Configuring Notification Templates as an Administrator.

Procedure

  1. Select an email, and click Reply, Reply All, or Forward in the email details area on the right.
  2. Click Reference Template and select an email template from the list.

    Figure 1 Select Template page

    Click Preview to preview the template content.

  3. Click Finish.
  4. Change the default values of the variables based on site requirements and click Apply to replace the variable values in the email body.

    If you do not change the default values of the variables, click Send after the following message is displayed.

  5. Set other parameters and click Send to send the email.