Set up templates for Web Agent messages

This information is primarily for administrators and/or people who manage Zylinc solutions

In the Web Agent, users can send e-mail or text messages to people in order to make them contact someone else.

Example: Please call Paul (123456) from the city council regarding garbage collection.

You can set up templates that users can select to use to write such messages very quickly and consistently by filling out a few fields:

  1. Log in to your Novus Configuration Manager, and, in the E-mail and SMS messaging section, select E-mail templates.

  2. Click Create new.

  3. Give you new configuration a descriptive name.

    Because you can't select a specific language when you create a template, the template will appear in any language version of multi-language applications, like the Web Agent, which is available in English, Danish, and Swedish. That's why it can be a good idea to include information about the template's language in the name, and then create a template version for each language that your organization uses.

  4. Specify a Subject to use for all e-mails based on the template.

  5. In the Body field, use text and placeholders to compose your template body.

    Example: A template like this ...:

    Hi {{receiver.DisplayName}},
    {{caller.DisplayName}} from {{caller.CompanyName}} has called about {{caller.Regarding}}.
    Can you please get back to {{caller.DisplayName}} as soon as possible on {{caller.PhoneNumber}}?
    Thanks,
    {{sender.DisplayName}}
    {{sender.Title}}
    {{sender.Department}}

    ... could result in this message being sent to the receiver:

    Hi Susan Smith,
    Karen Jones from Oldville City Council has called about garbage collection.
    Can you please get back to Karen Jones as soon as possible on 12345678?
    Thanks,
    Stephen Lee
    Senior Stakeholder Experience Agent
    Corporate Communication

    If you want, you can copy the example template body here, and edit it with your own text and other placeholders:

    Copy 
    Hi {{receiver.DisplayName}},
    {{caller.DisplayName}} from {{caller.CompanyName}} has called about {{caller.Regarding}}.
    Can you please get back to {{caller.DisplayName}} as soon as possible on {{caller.PhoneNumber}}?
    Thanks,
    {{sender.DisplayName}}
    {{sender.Title}}
    {{sender.Department}}

    These are the available placeholders:

    • {{sender.CompanyName}}

    • {{sender.Department}}

    • {{sender.DisplayName}}

    • {{sender.Email}}

    • {{sender.Title}}

    • {{receiver.CompanyName}}

    • {{receiver.Department}}

    • {{receiver.DisplayName}}

    • {{receiver.Email}}

    • {{caller.DisplayName}}

    • {{caller.CompanyName}}

    • {{caller.PhoneNumber}}

    • {{caller.Regarding}}

    • {{caller.Email}}

  6. When ready, click Save.

Currently, there is an issue in Zylinc Novus that prevents line breaks in template bodies. It means that message receivers will currently see all of a message's body content on one line.

SMS text message templates work in the same way as e-mail message templates, except for the following:

  • You don't need to specify a subject for the message

  • Messages can't be longer than 160 characters

    If you use placeholders in the template body, be aware that placeholders may be converted to names, etc. that may contain many characters. That's why it's a good idea to keep your template body content as short as possible for SMS text message templates.