Q Templates

Overview

Q Templates provide agents with a searchable library of pre-written, customizable text responses that can be used during email, SMS, and webchat interactions. Administrators configure templates at the queue level, ensuring agents have access to responses that are relevant to the interactions they handle. Templates can include dynamic variables pulled from interaction data to personalize responses for individual customers and can also serve as a quick reference for frequently asked questions.

Creating a New Template

To create a new template, click the New Template button in the upper-right corner of the Q Templates page.

Template Configuration

• Template Type

  • Select whether this template is intended for Email or Messaging (SMS and Webchat). This determines where the template will be available during an interaction.

• Template Name

  • Enter a clear, descriptive name for the template. A well-chosen name makes it easier for agents to locate the right response quickly from within the template library.

• Skills

  • If you want a template to appear only when a specific skill is applied to an interaction, select the relevant skill(s) here. Leave this field blank if the template should be available regardless of skill.

• Queue

  • Select the queue this template is associated with. Templates are queue-specific, so they will only be visible to agents working within the assigned queue.

• Variables and Variable Syntax

  • Use the Variables dropdown to select the interaction data you want to personalize within the template, for example, Caller ID Name. Once selected, copy the corresponding Variable Syntax and paste it into the message body. The system will automatically populate this information when the template is used during an interaction.

• Message and Preview

  • Type the template content in the Message field. A live preview will display below as you type. Note that variables will appear in their syntax form within the preview window rather than as populated values.

• Inactive Toggle

  • If you want to retain a template but temporarily remove it from the agent-facing template library, enable the Inactive toggle. When active, the template will not be visible to agents. This is useful for seasonal or situational templates that are not always relevant.

Managing Existing Templates

Once a template is saved, it becomes immediately available to agents within the assigned queue. All saved templates are accessible from the Existing Templates panel, where they can be reviewed and edited at any time.