Insert predefined content into email messages from the full email composer.

Before you begin

Role required: email_composer

Procedure

  1. Open a Workspace record in your instance.
  2. Open the Compose Email page by selecting the menu icon (More actions icon) and Compose Email.
  3. Apply a quick message from the Agent Assist panel.
    1. From the Agent Assist panel, select the Quick Messages icon (Quick message icon).
      A list of quick messages opens in the Agent Assist panel.
      Quick Messages list
      Note: Find the quick messages you need by using the search bar in the Quick Messages list.
    2. Add a quick message without viewing its full contents by selecting the Insert icon (Insert icon).
    3. Add a quick message after viewing its full contents by selecting a message from the list and selecting Insert.
  4. Apply a quick message from the email footer.
    1. From the email footer, select the Apply templates icon (Apply templates icon).
      A modal opens with different types of templates.

      Apply templates modal

    2. Select the Quick messages tab.
    3. Select a quick message from the list.
      Note: Find the quick message you need by using the search bar in the Quick messages tab.
    4. Add the template to your email by selecting Insert.