Macro Templates
- William Camargo (Unlicensed)
- Susanna Romanelli (Unlicensed)
What is the Macro Templates section about?
In this section, users can create or edit templates that are used to reply to emails from the Ticket Management section (see the below example)
Where is the Macro Templates section located?
Log in to the CRM instance and go to the left-side menu
Scroll down and click Customer Service>Macro Templates.
What’s on the Macro Templates page
On the Macro Templates page, the user can search for one of the templates, by scrolling down the list or typing the template name in the search bar
Moreover, for each template, users can verify:
what language is the template for
if it’s active. Active templates are the ones shown in the ticket management. On the other hand, by inactivating a template, this will simply disappear from the Marco list on the ticket management, but it will still be available in the Macro Templates section, in case it is needed again, users should just reactivate it.
When was the last time it was updated
The Actions button: Edit & Delete
How to create a new template
Click on the + Create New button
On the New Macro page please add:
The Macro Name
The language
Make sure the Is Active toggle is set to ON
Add the content of the templates
Click on the Save button
By clicking on the Test button, instead, once the template is ready, the user can send a copy of it to his/her email in order to check the final result.
Click on the Test button, and a small tab will pop up
From the tab, pick the SMTP
Add the email, where the template will be received
Click on the Send button
How to edit a template
Go to the left side of the Template row and click on the Edit Button
The user is redirected to the Templates page where the necessary changes can be made
Once done, click on the Save button.
How to activate or deactivate a template
Go to the left side of the Template row and click on the Edit Button, so the user is redirected to the Templates page
By switching to ON/OFF the toggle Is Active, the template can be activated or deactivated
How to delete a template
Go to the left side of the Template row and click on the Delete Button and the template will be permanently removed from CRM