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Templates ​

Templates facilitate users' work when responding to repetitive questions, improving efficiency and response times. You can create templates for both text channels and email.

Template scope ​

In uContact there are two scopes for templates:

  1. Global: available for all campaigns in the system. They are created from the Templates module in the Administrator menu.
  2. Campaign-specific: associated exclusively with a particular campaign. They are created from the Templates section within each campaign's configuration and are only available in that campaign.

Types of templates ​

In uContact you can create three types of templates according to format:

  1. Text: Simple text editor for SMS, WhatsApp, WebChat, Instagram, and Messenger templates.
  2. Rich text format: Rich text editor for email templates with format options (bold, colors, lists, etc.).
  3. HTML: HTML text editor for email templates with custom HTML code for more complex designs.

How to create a template? ​

  1. Access the Campaigns screen from the Administration menu.
  1. Go to the Templates tab.
  1. Click the New button located in the upper right corner.
  1. Select the type of template you want to create:
    • Text: For text channels (SMS, WhatsApp, WebChat, Instagram, Messenger)
    • Rich text format: For emails with format
    • HTML: For emails with custom HTML code

Text templates ​

Text templates are used for messaging channels like SMS, WhatsApp, Messenger, and Instagram.

Required fields ​

  • Name: Unique identifier of the template in the system. This name is only visible internally to users when selecting the template.
  • Message: Template content that will be sent to the customer.

Using variables ​

You can use dynamic variables within the message to personalize templates. Variables are written between curly braces {} and will be automatically replaced with the corresponding information.

Common variable examples:

  • {nombre} - Agent name
  • {nombreCliente} - Customer name
  • {campaña} - Campaign name
  • {fecha} - Current date

Text template example:

Hello! My name is {nombre} and it will be my pleasure to assist you today.

When the agent uses this template, {nombre} will be automatically replaced with the name of the agent handling the interaction.

Rich text format templates ​

Rich text format templates are ideal for emails that require visual formatting without needing to write HTML code.

Required fields ​

  • Name: Unique identifier of the template in the system.
  • Content: Email body with rich formatting.

Content editor ​

The rich text editor offers multiple format options:

  • Text format: Bold, italic, underline, strikethrough
  • Lists: Numbered and bulleted
  • Headers: Different levels of titles
  • Links: Insert hyperlinks
  • Images: Add images to content
  • Colors: Customize text and background colors
  • Alignment: Left, center, right, justified

Rich text template example:

Dear {nombreCliente},

We are contacting you from {campaña} to inform you that...

Best regards,
{nombre}

HTML templates ​

HTML templates are ideal for more complex and customized email designs, where you need total control over the design.

Required fields ​

  • Name: Unique identifier of the template in the system.
  • HTML code: Complete HTML code of the email.

HTML editor ​

The HTML editor allows you to write HTML code directly. You must have basic HTML knowledge to use this type of template.

HTML template example:

html
<!DOCTYPE html>
<html>
<head>
  <style>
    .header { background-color: #0095ff; color: white; padding: 20px; }
    .content { padding: 20px; }
  </style>
</head>
<body>
  <div class="header">
    <h1>Welcome {nombreCliente}</h1>
  </div>
  <div class="content">
    <p>We are contacting you from {campaña} to inform you that...</p>
    <p>Best regards,<br>{nombre}</p>
  </div>
</body>
</html>

Important considerations ​

Key points to keep in mind

  • Unique names: Each template must have a unique name in the system to avoid confusion.
  • Testing: Before using a template in production, perform tests to verify that variables are replaced correctly.
  • Global templates: Are available for all campaigns in the system. They are created from the Templates module in the Administrator menu. They are useful for standard messages that apply to the entire operation.
  • Specific templates: Are only available in the campaign where they were created. They are created from the Templates section within each campaign's configuration. They are useful for particular messages of an operation or specific product.
  • Using variables: Take advantage of dynamic variables to personalize templates and make them more effective.

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