Siebel Email Response Administration Guide > Managing Email Messages >

Saving Messages as Templates

This task is a step in Process of Managing Email Messages.

An agent might decide that the content of a message is likely to apply to replies for future incoming messages. The agent can save the message as a template, so that the agent or other agents can use that template to expedite text entry in future outgoing messages.

After you save a message as a template, the Status field of the template is Draft. You must change this field to Active, so that when agents create outgoing messages, this template is available for selection in the Body field of the outgoing message form. Also, templates are available for selection in the Body field of the outgoing message form only after you associate them with a category and include that category in a catalog. For more information about associating a template with a category and about including a category in a catalog, see Setting Up Categories for Siebel Email Response.

When you save a message as a template, the Thread ID reference from the message is not included in the template.

To save a message as a template, you select an initial message, and then navigate to the outgoing message form. When you save a message as a template, you also create a draft of that message. You can delete this draft message, or you can use this draft message to respond to the initial message that you select.

To save a message as a template

1. Navigate to the Communications screen, then the Communications List view.
2. Select Inbox, Sent Items, or Drafts in the Saved Queries field of the toolbar.
3. In the list of email messages, select the message for which you want to save a message template.
4. Navigate to the outgoing message form:
   • If the message that you select does not have a status of Draft, perform one of the following actions:
     • Click Reply to respond to only the individual who sent the message.
     • Click Reply to All to respond to the individual who sent the message and to the individuals in the Cc: field of the message.
     • Click Forward to respond to the individuals whom you select in the outgoing message form.
   • If the message that you select has a status of Draft, click Resume.

     NOTE:  Alternatively, you can drill down on the Subject field for the message in the Communications List view to navigate to the outgoing message form. You must then click Reply, Reply to All, Forward, or Resume on the outgoing message form.

     The form for the incoming message appears at the top of the screen. To show or hide the body of the incoming message, you can click the show more or show less button in the top-right corner of the incoming message.

     The form for your outgoing message appears below the form for the incoming message.

5. At the top of the outgoing message form, click Save as Template.

   The Templates window appears.

6. Change the fields and message text in the Templates window as necessary, and click OK.

   The template is created, and the form for your outgoing message appears again below the form for the incoming message. One of the following occurs:

   • If the message that you select in Step 3 is part of a saved query for the inbox, the Status field of this message changes to In Progress. To see this message, you might need to select Inbox in the Saved Queries field of the toolbar, or to change the visibility filter.
   • If the message that you select in Step 3 is part of a saved query for sent items, this message no longer appears as a sent item. To see this message, you might need to select Drafts in the Saved Queries field of the toolbar, or to change the visibility filter.
   • If the message that you select in Step 3 is part of a saved query for drafts, the status of this message does not change. To see this message, you might need to select Drafts in the Saved Queries field of the toolbar, or to change the visibility filter.
7. To view the record for the template, navigate to the Communications screen, then the My Templates view.

   The record appears in the list of messages with a Status field of Draft.

8. Change the Status field of the template record from Draft to Active.