Use this window to select a merge field to insert into standard phrases or acknowledgements. You can add merge fields to the text of a message, and KANA Response inserts the relevant information for the merge field that you are adding.
For example, if you want to include the customer's ID number in the header of the message, you can insert the Customer ID merge field into the standard header. Users can insert the header into a message without having to look up the customer ID each time. When the agent sends the message, KANA Response inserts the relevant data in place of the merge field.
|
Select a merge field to insert |
Choose the merge field that you want to add. |
|
Leading text |
Enter any text which precedes the merge field. For example, if you would like to say Dear Mary, you would type "Dear <First Name>," where Dear is the leading text. |
|
Trailing text |
Enter any text which follows the merge field. For example, you would type "Please refer to the tracking ID number <Tracking ID> for further information when referring to this case," where for further information when referring to this case is the trailing text. |
|
OK |
Click to add the merge fields. |
|
Cancel |
Click to return to the previous window without adding merge fields. |
|
Help |
Click to view online help. |