About Communications Templates

Communications templates are sent to outbound communications recipients in various scenarios. The following features use each of the two types of templates:

Replies to inbound messages in Siebel Email Response use simple templates. For more information, see Creating Simple Templates.
The Send Email, Send Fax, Send Wireless Message, and Send Page commands use simple templates. For more information, see Creating Simple Templates.
Outbound communication requests use advanced templates. Only advanced templates support template items. For more information, see Creating Advanced Templates and Specifying Template Items for Advanced Templates.

Note: Usually your Siebel database contains the same repository data as the Siebel Runtime Repository. However, if you create templates on a local database, such as on a Mobile Web Client, then the templates are available in the drop-down list only when you access the local database.

Templates provide both structure and content for outbound messages. Content can include both explicitly specified text and Siebel field values substituted into the outbound message. Field data can be substituted for all supported Siebel data types. In an end-user context of using the Send commands or replying to inbound messages, the user can also specify additional content.

For outbound communication requests, which can include multiple templates for each request, each template is associated with a communications profile that determines how the template message is delivered. For more information about outbound communication requests, see Defining Outbound Communication Requests.

A set of templates supporting different communication channels is provided with Siebel CRM. You can use these templates or adapted them for use with the Send Email command or Siebel Email Response, outbound communication requests, Siebel Workflow, and so on. For information about configuring a list of values for a custom channel type, see Siebel CTI Administration Guide.

Note: Either administrators or advanced users can perform the procedures described in this chapter.

This topic contains the following information: