Create predefined content to add in the email client so that users can write emails consistently and efficiently.

Before you begin

Role required: email_client_quick_message_author or admin

Procedure

  1. Navigate to Email Client > Quick Messages.
  2. Click New.
  3. On the form, fill in the fields.
    FieldDescription
    Title Name that appears in the Quick Message selector.
    Active Option for activating the quick message. When selected, the quick message is available for selection in the Quick Message selector.
    Application Type of scoped application.
    User User who has access to this quick message. Selecting a user restricts access to that user only. Leave the field blank to have no user-based restrictions.
    Group Group whose members have access to this quick message. Selecting a group restricts access to members of that group only. Leave the field blank to have no group-based restrictions.
    Table Table to which the quick message applies. To make the quick message available for all tables, leave blank.
    Conditions Target record that must match the conditions before the quick message appears for selection in the email client.
    Body

    Content to insert in the Message Text field in the email client. By default, the field supports HTML format.

    To reference field values, select variables from the variables list or manually type variable references using the syntax ${table_name.variable_name}. To reference the user who launches the email client, enter the variable ${current_user}. To reference the title of the user who launches the email client, enter the variable ${current_user.title}.

    You can use these values to include a predefined signature in email responses from agents to customers.

    Note: Line breaks don't appear for multi-line fields such as ${description} and ${comments} in the email client template.
  4. Click Submit.