Setting Up and Customizing Email Templates

LiveAgent provides the option to configure various email templates, which are preconfigured emails that are sent to customers or agents in specific situations. You can format these email templates using plain text or HTML code and utilize the built-in WYSIWYG editor to easily edit and style the email content.

To edit your email templates navigate to Configuration > Email, and access one of the two available sections:

  • Customer Templates section includes templates of emails sent to customers like templates for new tickets, ticket replies, forwarded email messages, chat transcript emails, or customer portal-related emails.
  • Agent Templates section includes templates of emails sent to agents of your LiveAgent account like templates for agent notifications or registration/password-related emails.

Customer Templates

In the Customer Templates section, you can set up email templates for the following actions:

  • Ticket reply - template used for a message to reply to any existing ticket
  • New Ticket - template used to send a new email to a customer via the New Ticket action
  • Forward message - template used for a message sent to the recipient to whom a ticket message is forwarded via the Forward ticket action
  • Ticket resolved - template used for an automatic email notification sent to the customer after his ticket is resolved
  • Chat transcript - template used for an automatic email sent to the customer after a chat ends (if the customer requested to receive the chat transcript)
  • Reply to forum topic or suggestion - template used for an email notification sent to a customer notifying him about a new comment in a forum topic or suggestion on your customer portal that the customer commented or voted for
  • Forget Password email - template used to send an email to a customer registered to your customer portal to reset his account password
  • Registration email - template used to send an email to a customer that signed up to your customer portal to set up his password and finish the registration

The Ticket resolved and Chat transcript email templates can be enabled or disabled as needed. Enabling the Ticket resolved template adds an option to silently resolve tickets to agents in order not to sent the email notification to the customer when needed. Enabling the Chat transcript template adds the option to all chat widgets where customers can request to receive the transcript of their chat.

Agent Templates

In the Agent templates section, you can set up email templates for the following actions:

  • Customer replies to an assigned ticket - template used to send an email notification to an agent when a customer replies to a single ticket that is assigned to the agent, within a time defined in the agent's profile
  • Customers reply to assigned tickets - template used to send an aggregated email notification to an agent when customers reply to multiple tickets assigned to the agent, within a time defined in the agent's profile
  • New ticket is created - template used to send an email notification to an agent when a new single ticket is created in a department the agent is a member of, within a time defined in the agent's profile
  • New tickets were created - template used to send an aggregated email notification to an agent when multiple new tickets are created in any department the agent is a member of, within a time defined in the agent's profile
  • Ticket is assigned to the Agent - template used to send an email notification to an agent when a single ticket is assigned to the agent, within a time defined in the agent's profile
  • Tickets were assigned to the Agent - template used to send an aggregated email notification to an agent when multiple tickets are assigned to the agent, within a time defined in the agent's profile
  • Registration mail - template used to send an email to an agent when an owner/admin adds him to the system
  • Request New Password mail - template used to send an email to an agent whose password was reset from the agent's profile settings by an admin/owner
  • Forget Password mail - template used to send an email to an agent that clicked on the forgot password link on the agent login page

Editing an email template

To modify an email template, click on the "Edit" button (Pencil icon) next to the desired email template.

Apart from a general template, you can create also department-specific templates, which override general templates when used in specific departments. To create department-specific templates, click on the "Create department specific template" button (folder icon). Existing department-specific templates are listed under their corresponding action sections.


 

In the Edit email template window, you can edit the pre-defined template's content, add attachments to every message via the Attach button, or set the default editor (HTML/Plain) used for the email messages. It is possible to also use variables in templates (for example the variable {$agentSignature} will be in a real sent email replaced by the text set up in the replying agent's profile as the Signature). Variables are automatically added to the location of your typing indicator after clicking on them.

For the Ticket reply template, you can select whether the last message of the ticket and its quoted text should be included as the quoted text in the agent's reply.

It is not possible to quote more than the last message of a ticket (and its quoted text, if applicable).

It is possible to use translation marks ## in the templates to automatically translate the word or phrase enclosed by these marks in the email message. More information about custom translations can be found in this article.

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