How to: Set Chat Templates

How to: Set Chat Templates


Chat Templates allow you to add quick responses to chat. When you start typing a response, the Chat Templates will autocomplete the response for you. This can be a great way to easily standardize chat responses to frequently asked questions. To learn more about creating and using Chat Templates, please follow the steps below.

Enable and Create Chat Templates

Before using a Chat Template in a chat message, Chat Templates must be enabled for your account.

  1. Click Settings  in the top menu bar.

  2. Choose Chat    as your Setting type.

  3. Check the box for Set Chat Templates.

  4. Optional: Add Template Languages for translation.
    For more information about adding Template Languages, visit:     How To: Add Translations for Chat Templates

  5. Press the Access Templates  button.

  6. Press Add Option  to add a new template.

  7. In the box that appears, type out the message you would like to be turned into a template.



  8. Optional: Utilize the Add to Content and Category options.

    1. Use the Category  dropdown to associate the template with a particular category.
      For more information, visit: How to: Set and Use Chat Categories

    2. Use the Add to Content  dropdown to add merge tags, web surveys, or media files to the template. These populate the information from the participant record and can be used with options like using the participant's name in the message, or adding a link to a particular flyer.




    3. After selecting Web Survey, use the dropdown that appears to add a web survey to the template. When used with tracked surveys, the custom link is generated when added to a chat. For more information, visit: How to: Create a Web Survey



    4. After selecting Media, use the dropdown that appears to add a link to a hosted media file to the template. For more information about Media files, visit: How To: Add and Send Media Files




  9. Repeat steps 6 and 7 until you have added all of your templates.

  10. Optional: Utilize the Language Template option.

    1. Use the Translate  button to apply new translations for the chat templates.
      For more information, visit: How To: Add Translations for Chat Templates

  11. Select Update  to finalize your changes.

  12. These templates will now be available to use in chats.

User-Specific Chat Templates

In addition to organization-wide templates set by an Administrator, Users can also create Chat Templates for their own individual use.

Enable User Specific Chat Templates

  1. Click Settings  in the top menu bar.

  2. Choose Chat    as your Setting type.

  3. Select the User Chat Templates setting to enable this feature. You will receive a green  message to confirm the setting was enabled. 



Create a Personal Chat Template

Users can create their own personal chat templates. These templates will not be shared with other users.

  1. Click on Chats    in the top menu bar.

  2. Click on the Settings gear   icon in the upper-right corner.

  3. Click on User Chat Templates in the drop-down menu. 



  4. Press Add Option  to add a new template.

  5. In the box that appears, type out the message you would like to be turned into a template.



  6. Optional: Utilize the Category, Merge Tag, and Web Survey options.

    1. Use the Category  dropdown to associate the template with a particular category.
      For more information, visit: How to: Set and Use Chat Categories

    2. Use the Add to Content  dropdown to add merge tags, web surveys, or media files to the template. These populate the information from the participant record and can be used with options like using the participant's name in the message, or adding a link to a particular flyer.




    3. After selecting Web Survey, use the dropdown that appears to add a web survey to the template. When used with tracked surveys, the custom link is generated when added to a chat. For more information, visit: How to: Create a Web Survey



    4. After selecting Media, use the dropdown that appears to add a link to a hosted media file to the template. For more information about Media files, visit: How To: Add and Send Media Files




  7. Repeat steps 4 and 5 until you have added all of your templates.

  8. Select Update  to finalize your changes.

  9. These templates will now be available to add to chats under the category My Templates.



Add a Template to a Chat message


  1. Click Chats  in the top menu bar.

  2. Open the chat that you want to add the template to.

  3. In the response box, start to type your message. The template will automatically appear as an option for you to select.



    OR
    Click on the Template icon in the lower left corner and select the template you would like to use.



  4. Once selected, the template text will automatically fill in the response box.



  5. Optional: Use the Language drop-down menu to select the translated language version to send.
    Note: The Translation feature for Chat only works with English language Chat Templates. Non-English Chat Templates will not be auto-translated on a per-Chat basis.



  6. Press Send   to send the message to the participant.