Sending a Custom Message

Overview

Agents can send custom communications to customers using pre-defined templates as a base for its content and format.

The subject and content of the message can be edited by the agent before sending the communication.

Steps

Only templates with a translation in the customer's preferred language will be displayed in the selection list. Check with your organization's administrators if a template needs an additional translation.

A communication's channel and language is based on the customer's preferences, the template's configuration, and your workspace's settings.

1. Navigate to a customer's account
2. Open the Communication tab
3. Click on Add message
4. Select the desired template
5. Update the subject if needed
6. Update the body if needed
7. Click on Preview
8. Click on Send