Currently you can only change the agents’ reply template for e-mail Replies and Forwards. For example to add a “Hello {{ticket.requester.firstname}}” to the beginning of a reply.
It would be really useful to also have this functionality when replying to Facebook messages instead of having to manually copy/paste the customer’s name.
New Idea
Reply template for Facebook meesages
+8- Top Contributor ⭐
+7Hey Julia,
Greetings from Freshworks Community!
That would be good to have but the reason why it’s not there because, we don’t really start with Hi for all the replies when we chat with a person. but for Email, mostly we start with the Hi. That’s the reason why it’s available only for Emails and not for Chat Channels.
+8- Top Contributor ⭐
Hey Julia,
Greetings from Freshworks Community!
That would be good to have but the reason why it’s not there because, we don’t really start with Hi for all the replies when we chat with a person. but for Email, mostly we start with the Hi. That’s the reason why it’s available only for Emails and not for Chat Channels.
Hej Jebas, thanks for yoru reply. But then why not let us choose if we wanna have this functionality or not, maybe by differentiating Reply templates by source of the ticket? Because now the templates are not the same (facebook vs. e-mail) but there’s nowhere I can set this.
+7
I’ll surely forward that as a feedback internally as well.
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