Edit reply templates

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person
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Editing a reply template can mean one of two things:

  • When replying to a request and use a template, you are free to edit the content of the message before you send it to the customer.
  • When you create or edit the template itself, you can edit its properties, including amending the reply template text. This type of editing is described below.

Steps

  1. Go to icon Main menu in the top bar and select Knowledge base > Reply templates.
  2. Go to the folder where the reply template is located.
  3. Click the reply template. This takes you to the View reply templates screen.
  4. Click the Edit reply template button. This takes you to the Reply template properties screen.
  5. Make the required changes to the properties.
  6. Click OK. The changes are saved.

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