Flows. Outcomes. Canned messages.
In your Admin account, in the General Settings page, Message templates subpage, you can create several different types of templates, depending on the set up for your environment.
Once you have created templates, there are three ways that the templates may be used in Omni..
- Automatic messages from flows. In flows, the Reply applet can send a message template you select. Note that the reply applet does not support message tags.
- Automatic messages from outcomes. Global outcomes can be set up to send an SMS message when an agent selects them in Omni. This sends the text, with any sender information defined by the template.
- Canned messages. The text of any of the message templates may be included into a message of any type, whether they match or not. For example, the text of an SMS template may be included into an email as a canned message. If a message template includes formatting or non-text elements, they will not be included for canned message for SMS or webchat.