Messages and templates
Understand Go!Chat messages and templates
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- To: The contacts you want to send the message to. You can select one or more customer’s contacts.
- CC: The contacts you want to send a copy of the message to. You can select one or more customer’s contacts.
- BCC: The contacts you want to send a blind copy of the message to. You can select one or more customer’s contacts.
- Subject: The subject of the message.
- Body: The body of the message. Rich text (bold, italic, etc) is not supported for security reasons.
- Attachments: You can attach files to the message. The maximum size of each file is 10MB.
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Messages can only be in two states:
- Draft: The message is not sent yet and can be edited by any agent having access to the thread.
- Sent: The message was sent or is in the outbox. A message can take up to one minute before to be sent.
Just before sending a message, you can decide if the thread must remain open or change to waiting / reminder. If you write “Hi, we received your request we will reply to you soon”, you will not want the thread to change to waiting for customer reply.
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From Algoreg sidebar, you can go to Go!Chat > Templates to create and manage your templates.
A template can be one of the following types:
- Signature: A signature is a text that will be added at the end of each message.
- Receipt: A receipt is a text that will be added at the beginning of the mail receipt sent to end-user who use the chat web widget.
- Template: A template is a message that can be used as a base to create a new message. You can use variables in the template that will be replaced by the real value when the template is used to create a new message.
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Templates will be personalised when selected in the message creation form. You can use the following variables in your templates:
| Variable | Description |
|---|---|
customer.external_id | The customer external ID |
customer.first_name | The customer first name |
customer.middle_name | The customer middle name |
customer.last_name | The customer last name |
customer.company_name | The customer company name |
customer.trading_name | The customer trading name |
customer.full_name | The customer full name generated from all the available names |
customer.domicile_code | The customer domicile code (3 letters) |
customer.nationality_code | The customer nationality code (3 letters) |
agent.full_name | The agent full name |
agent.email | The agent email |
general.date | The current date |
scenario.[scenario_code] | Instances a Go!Vid session (and URL) based on a scenario. These variables are dynamically computed to present your enabled Go!Vid scenarios. |