This module explains how to add new chat templates from the template library.
For example, under Screening, you can select templates from the Manufacturing and Warehouse category.
⚠️Important: New templates are inactive by default, so you’ll need to select the inactive flag in the chat profiles menu to activate them.
Add new chat template
To create a new chat template, follow the steps below:
To access the Template Library, click the Add Profile button.
Select one of the following modules:
Screening
Reconnect
FAQ
Compliance
Choose a category then select the desired template.
Select either View or Import.
To import, click Import then click Yes.
To activate the Template, select the funnel icon next to the Active column name.
Select Inactive then select the toggle to On.
The new template appears at the bottom of the list.
Once you've created your new chat template, next is to edit and deploy. To do this, take a look at our Edit and Deploy article.
FAQs
Q1: How do I add a new chat template from the template library?
Answer: You can add a new chat template by clicking the Add Profile button, selecting a module, choosing a category, and importing the desired template.
Q2: Where can I find the template library to create a new chat template?
Answer: You can access the template library by clicking the Add Profile button.
Q3: What are the steps to create a new chat template?
Answer: Click Add Profile, select a module, choose a category, select a template, and click Import followed by Yes.
Q4: How do I preview a template before importing it?
Answer: After selecting a template from a category, click View to review it before importing.
Q5: Why is my new chat template inactive after importing?
Answer: New templates are inactive by default and must be manually activated.
Q6: How do I activate a newly imported chat template?
Answer: Select the funnel icon next to the Active column, filter by Inactive, then switch the toggle to On.
Q7: Where do I find the Inactive filter to activate a template?
Answer: Click the funnel icon next to the Active column name and select Inactive.
Q8: Can I import templates into the Reconnect module?
Answer: Yes, you can select Reconnect when choosing a module during the import process.
Q9: How do I add a template to the FAQ module?
Answer: Click Add Profile, select FAQ, choose a category and template, then click Import and confirm.
Q10: Why can’t I see my newly imported template in the active list?
Answer: The template is inactive by default and must be activated before it appears in the active list.
Q11: Where does the new template appear after I import it?
Answer: The new template appears at the bottom of the list.
Q12: Do I need to activate a template after importing it?
Answer: Yes, all newly imported templates must be activated manually.
Q13: How do I filter by inactive templates?
Answer: Click the funnel icon next to the Active column and select Inactive.
Q14: What should I do after creating a new chat template?
Answer: After creating a new template, you should edit and deploy it by following the Edit and Deploy article.