Response templates are prepared text that you can create for the following actions:
When one of these actions occur, either executed by a user or by the rule engine, KANA Response adds any response template defined for the action to the beginning of the message. However, the user sending the message does not see the text. KANA Response inserts the text just before sending the message to the recipients.
Except for response templates associated with the Response action, template text is generally intended for KANA Response users. The text may tell the user where the message came from, how to handle the message, and so on. Response templates associated with the Response action present information intended for all customers.
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Forward and Track |
Forward and Track lets you forward a message to someone outside the KANA system. You may receive a message that is not meant for you or messages that need to be answered by another division or individual. |
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Collaborate |
If you receive a particularly complex or unique request, you may want to collaborate with someone outside of KANA Response to answer the customer inquiry. When the third party receives the collaboration request, the third party uses a standard e-mail program to send the necessary information to you. You then review and personalize the message before sending the answer to the customer. Delete any portion of the explanatory template text that you do not want the customer to see. A copy of the completed response is kept in the KANA Response database. |
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Redirect |
If a message is addressed incorrectly or does not need to remain in the KANA system, you can redirect it to the appropriate person instead of answering it. The message maintains its original header so that the receiving party can respond directly to the original sender. |
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Response |
The Response action sends a reply to an incoming message. |
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Reset Password |
Send this template when replying to a Reset Consumer Password request mail. This template is visible only if IQ integration is enabled. See Reset Password Template. |
If you want to include a Response template in a message that is leaving the KANA Response system, make sure that the Include response templates in the outgoing mail option is selected in Outgoing Mail Settings in Content Administration.
Response templates are not associated with a department. Therefore, KANA Response can add a template to a message, regardless of the departments to which the sender is assigned.
A Forward and Track response template is intended for messages that need to be answered by another department or individual. For example, a user might send a promising sales lead to the Sales department. The user in the Sales department might see text like this:
****This message has been forwarded to you by the KANA Response system in Customer Service. Please note that your reply will be sent directly to the customer. Before you reply, please delete this text. ****
A Collaborate response template is intended for messages that require input from multiple users in different departments. Here is an example of the text a collaborating user might see:
****Please select Reply to send a message back to <merge name="User Name"/> in CustomerService. The customer will not see your message.****
A Redirect response template is intended for messages forwarded outside the KANA Response system. The receiver replies directly to the originator of the message. The recipient might see text like this:
****This message was originally sent to support@abc.com.****
A Response response template is intended as part of a reply to all customers making contact through KANA Response. It may include a special announcement or reference to the company's web site. The customer would see text like this:
Thank you for writing. Be sure to visit the new Web-Only Specials area of our web site.
A Reset Password response template provides customers with their new password. The customer would see text like this:
Your login name is: jdoe@xyz.com
Your new password is: xyz15.
How do I add a Response template?