Standard phrases are prepared portions of a message that users can insert into messages. KANA Response has the following types of standard phrases:
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A greeting is any standard opening text for a message, such as "Dear Sir or Madam." |
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A header is any standard introductory text that would appear after the greeting. |
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A footer is any standard ending text that would appear after the text of the message. |
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A signature is any standard closing, such as "Sincerely Yours." |
Users can select default phrases from the Standard Phrases list in KANA Mail. KANA Mail inserts these phrases into messages that users send, so that users see these phrases as they compose messages. Users can select different standard phrases as they compose the message.
Standard phrases often include merge fields. For example, a greeting often includes a merge field that inserts the name of the recipient:
Dear <merge name="First Name" trailing=":"/>
Users can access the standard phrases owned by any department to which the users belong. Users can also see standard phrases owned by the parents or children of departments to which the users belong.
Consider the following tips:
If you use KANA Response greetings and signatures as the salutations and closings for messages, consider defining them in pairs to match the level of formality. Name the greetings and signatures that go together so that users can easily determine which phrases to use together.
Use body headers and footers for incorporating boilerplate text.
How do I edit standard phrases?
How do I add a standard phrase?
Can I delete a standard phrase?
What will happen if I route a message with standard phrases applied?