Fundamental

How to create the response template?

Response template is built to make conversation in a certain classification of template types is responded faster.

The following is how to create the response template:
1. Go to Social CRM > Click Response template in Settings.
2. Click "Add template" to create and choose Normal / Auto Suggestion / Auto Response.
3. At each response template, you fill the template name and the content of the response template, finally choose chat or comment in conversation type.
*Note:
- With Auto suggestion Auto response, you will fill more "Is keyword" and "Has keyword" and click "Enter". Is keyword & Has keyword are different.
+ Is keyword: when you put in Is keyword, the system will automatically reply if your customer's comments / chats have exactly contents in "Is keyword".
+ Has keyword: when you put in Has keyword, the system will automatically reply if your customer's comments / chats includes some words in "Has keyword".
+ Is keyword & Has keyword: when you put in both of "Is keyword" & "Has keyword", the system will automatically reply if your customer's comments / chats meets both of the above conditions simultaneously.
- If you switch Auto response, it will move from auto suggestion to auto response.
4. Click "Add" to complete.
5. With the created templates, click 3 dot button to edit or delete the following information.

How to use the response template?

Response template is built to make conversation in a certain classification of template types is responded faster.
Here is how to add new, edit the respose template or view all the response template in Social CRM:
1. Go to Social CRM > Settings > Response template.
2. If you want to add template, click "Add new template" button > Fill all the required information > Click "Add" to save a new template.
3. If you want to edit the template, click on 3 dot button besides the template, edit it > Click "Save" to update editing.

Here is how to use the response template in Social CRM:
*With Normal:
1. Go to Social CRM > Conversation > Chat & Comment.
2. Choose a conversation that you want to response.
3. Select "Response template" button.
4. Fill the template name in Search box.
5. Click "Reply" box and choose the template in Search result.
Note: If in a comment, you click the "Reply" under the guest's comment to fill the response template in Reply box.
6. Press Enter to send a response.
*With Auto response: The system will automaticlly relpy to the guest based on the Has keyword and Is keyword that you set up in Settings.
*With Auto suggestion: The system will suggest the response to the guest based on the Has keyword and Is keyword that you set up in Settings:
1. Go to Social CRM > Conversation > Chat & Comment.
2. Choose a conversation that you want to response.
3. Click "Reply" box on Chat or the "Reply" under the guest's comment on Comment.
4. The system will suggest the response template to the guest based on the Has keyword and Is keyword that you set up in Setting, choose the Suggestion template you want.
5. Press Enter to send a response.