To add the ability to send an email or SMS to a lead via your script you need to have the correct button(s) added to your script and you will need to access the email/SMS template page, to create the email/SMS template you wish to send. 

There are 2 types of button you can add to the script,

• The 'email button' (also SMS) will allow you to send email/SMS but the customer cannot reply.
• The 'send email interaction' and 'send SMS interaction' buttons allow you to send email and SMS which the customer can reply to. You determine which email/SMS queue receives those replies via the button config in the script editor.

For more on how to configure these buttons, see this guide.

Email templates can also be used on email channels as the email received by the customer when an agent sends them an email. 

For more on where to set this, see this guide.

Select the images below for a closer look.

Access email & SMS templates

To access the email/SMS templates you have 2 options, you can access it via the main menu.

Fig 1. Access the page via ADMIN > SCRIPTING > Message Templates

You can also access the templates when creating/editing scripts. If you go into the edit options of the email button/email interaction button or SMS interaction button, you will see a green button to access the templates (opens a new tab).

Fig 2. Access the page via Edit/Add template button within email button/send email interaction/send SMS interaction buttons on scripts.

Email & SMS templates

Fig 3. The main screen with Email and SMS tabs to display all templates on the system.

The main table in the middle contains all email templates (on the email tab) for the system, these can be used as your default template for email interaction responses on channels and email templates used in scripts on calls. If you select the SMS tab, you will see the list of all SMS templates setup on the system. 

	Click this button to edit the selected template.
	Click here to clone the selected template.
	Click here to delete the selected template.

Creating/editing an Email template

Upon selecting the new email button or the edit button you will be taken through to the template editor which will either show a blank, new email or the existing email selected.

New template

Edit existing template

The template screen has set blocks on the left hand side that you can drag into the template to edit. The blocks consist of text fields, image fields and buttons. All of which can be configured with links, fill points to pull data from the system and images.

Fig 4. A block from the left pane being dragged into the template, either above or below the existing block.

Selecting a block allows you to edit the layout and contents of the block. The tabs at the top of the left hand pane allow you to choose to edit the content or style depending on the block you have selected.

Fig 5. Content pane allows you to add or remove elements and add links to buttons and images.

Fig 6. Style pane allows you to customise fonts, colours and background colours.

Hovering your mouse over the block (fig 7) allows you to make changes to it;

	Using these icons allows you to move the block by dragging, moving up or moving down.
	Some blocks let you 'switch block variant' meaning there are different default layouts available.
	Clicking this allows you to clone/copy the block.
	This button will delete the selected block from the template.

Fig 7. Cursor hovering over block revealing orange option icons.

Editing text

To edit the text boxes on templates, you can simply type over or copy and paste text over the existing text. You will be presented with a text editing bar with tools such as underline, bold, inserting links and even adding code.

To add customisation such as customers names, contract dates, tariff choices etc. You need to select the fill point option {{ at the end of the editing option bar.

Fig 8. The text options bar, fill point settings are at the end.

When selecting the fill points option, you will be presented with a dialog box where you can first select a data table. Once you have done this, you can select a data field to present on the email. When the customer receives the email, they will see the relevant information, e.g. their name/address/contract date etc.

Fig 9. Select a data table for a list of data fields.

Fig 10. Select a data field to populate the fill point.

For information on how to configure the button on the script, see the following guide.

Creating/editing an SMS template

Upon selecting the new SMS button or the edit button you will be taken through to the template editor which will either show a blank or existing SMS template name box.

New SMS

Existing SMS

The first box allows you to name the template.

Fig 11. Enter/edit the template name.

The next screen will allow you to add a description for the template. For future viewing, it may be advisable to add some detail here explaining the purpose of the SMS although detail isn't compulsory.

Fig 12. Add a description.

The last screen for SMS allows you to enter the text that the customer will receive. This is all free type and you can also add fill points in a similar way to the email templates.

Fig 13. The actual SMS customer receive. Note the Fill point button is present here.

Adding fill points on SMS works in the same way as email. When selecting the fill points option, you will be presented with a dialog box where you can first select a data table. Once you have done this, you can select a data field to present on the SMS. When the customer receives the email, they will see the relevant information, e.g. their name/address/contract date etc.

Fig 14. Select a data table for a list of data fields.

Fig 15. Select a data field to populate the fill point.

For information on how to configure the button on the script, see the following guide.