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Saving Messages as Templates

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 simple template, so that the agent or other agents can use that simple 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 a Catalog 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.

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

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, then 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.

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

   The Templates dialog box appears.

6. Change the fields and message text in the Templates dialog box 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.

7. To view the record for the template, navigate to the Communications screen, then the My Templates view.
8. Change the Status field of the template record from Draft to Active to make the template available to other users.