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Using Templates in Outgoing Messages

To expedite entry of greeting, body, and closing text in outgoing messages, agents can use templates. Before using a template for body text, you must create the template, associate the template with a category, and include the category in a catalog. For more information about creating templates, see Creating Simple Templates. For more information about catalogs and categories, see About Catalogs and Categories for Siebel Email Response.

To use a template, you insert the template text into the outgoing message. Then you can change that text, if necessary. You can also delete that text, and insert other template text. You insert text for a solution into an outgoing message in the same way that you insert any other template text.

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

To use a template in an outgoing message

1. Navigate to the Communications screen, then the Communications List view.
2. In the list of email messages, select the message for which you want to use a template.
3. 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, then click Resume.

     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 form.

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

4. If you want to insert template text for the greeting of the message, then select the template in the Greeting field of the outgoing message form.

   The greeting template text appears at the beginning of the outgoing message.

   If you select another greeting template, then the template text replaces the greeting text of the outgoing message. If you delete the greeting template text and want to reinsert the same text, then you must clear the Greeting field, and then reselect the template in the Greeting field.

5. If you want to insert template text for the body of the message:
   1. In the Categories field of the outgoing message form, select the category that applies to the body template.
   2. Select the template in the Body field of the outgoing message form.

      The body template text appears after the text for the greeting template. If you enter greeting or body text before you insert the template text for the body of the message, then the body template text appears after the text that you enter.

   3. If necessary, insert other body template text.

      The text for each selected template appears below the text for the previously selected template.

      If you delete the body template text and want to reinsert the same text, then you must reselect the category that applies to the template, and then reselect the template in the Body field.

6. If you want to insert template text for the closing of the message, then select the template in the Closing field of the outgoing message form

   The closing template text appears at the end of the outgoing message above the Thread ID reference.

   If you select another closing template, then the template text replaces the closing text of the outgoing message. If you delete the closing template text and want to reinsert the same text, then you must clear the Closing field, and then reselect the template in the Closing field.