Settings

Owned by Aleksandra Yakutovich
Last updated: Jan 02, 2024 by Tatiana Vecherskaia (Unlicensed)
3 min read

Create answer template

1. Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

2. Click Add lookup and select Answer example. Set lookup name, for example - Answer templates

Note. Skip steps 1-2 if the lookup was added earlier

3. Open the contents of the added lookup and click Add

4. Specify a Name of the template, for example, Greeting

5. In the Description field, enter the message text that will be filled in the Text input field when this template is selected in the communication panel

6. In the Response template type field, select the template type, for example, Dialog

Answer template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

If you want to use multilingual communications, then after adding the template, you will need to add translations of the template into the required languages.

Create WhatsApp template (HSM)

In the same way as response templates, WhatsApp response templates (also known as HSM) can be added.

1. Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

2. Click Add lookup and select Template Whatsapp. Set lookup name, for example - Answer templates

3. Open the contents of the added lookup and click Add

4. Specify a Name of the template, for example, Greeting

5. In the Description field, enter the message text that will be filled in the Text input field when this template is selected in the communication panel

6. In the Response template type field, select the template type, for example, Dialog

Add chat process

1. Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

2. Click Add lookup and select Chat processes. Set lookup name, for example - Chat processes

3. Open the contents of the added lookup and click Add

4. Specify a Name of the process, for example, Create a case

5. In the Process field, enter the Name of the process (not the title) that should be started

Create a new Chat close category

In the same way, a Category can be added.

  1. Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

  2. Click Add Lookup and select Chat Category. Set lookup name, for example - Beesender Chat Category

  1. Open the contents of the added lookup and click Add

  2. Specify a Name of the category, for example, Consultation

Create a new Chat close Subcategory

In the same way, a Subcategory can be added.

  1. Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

  2. Click Add lookup and select BeesenderChatSubCategory. Set lookup name, for example - Beesender Chat Subcategory

  1. Open the contents of the added lookup and click Add

  2. Specify a Name of the subcategory, for example, Consultation

  3. In the Chat category field, select the template type, for example, Dialog