Start by navigating to Admin > Templates by:
Selecting Agent from the application switcher
Navigate to Admin on the navigation panel to the left
Select the Templates tab at the top of the page
You should see a page similar to the one below.
Creating a new Template
To create a new template, locate and click on the New Template button at the top right of the templates page.
A window should appear asking for some information on your template. Begin by entering the template name and the content into the appropriate boxes. These values can be edited at a later stage.
Next, enter the user(s) and queue(s) you wish to assign the template. These values are can not be edited at a later stage.
The Disable option simply disables the template, meaning that the user(s) assigned to it cannot use this template while the checkbox is ticked.
Once you are ready, click the Save button to create the template.
Editing a Template
To edit a template, first, locate a template that you wish to edit. Click the More options button and click Edit template.
You can now edit the Name and the Content of the template. You can also set the template to Disabled to prevent users from using the template.
Once you are ready, click the Save button to save changes to the template.