How You Customize Messages

B2C Service provides a variety of system-generated messages that are sent to staff members and contacts to support activities and events occurring throughout the system.

All messages are enabled by default, but you can disable messages that you don’t need. You can also define the message format (HTML or text) as well as edit and deploy a single message or all messages.

Tip: Remember to use the global template to apply your organization’s branding across all your messages.

At the top of most message templates is a subject line that you can customize to tailor your message to different audiences. You can also add merge fields and conditions to your subject line to further personalize your subject.

Note: There are certain message templates that do not contain a subject line, such as those that forward emails and print templates as well as the Survey Proof and Send Quote templates.

Messages open with standard HTML editor tools such as links that appear as clickable and dynamic content, including case sections, conditional sections, incident threads, and merge fields and reports. Tools that display on the HTML editor are context-sensitive and are the logical tools you would use for the type of message you are customizing. For complete details on how to use these context-sensitive tools in messages, see How You Add HTML in Design Mode.