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Template Usage Tab

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  1. Template Usage Tab

 

Click on the Template Usage tab to indicate where this template is assigned in the system, and / or modify the places this template is assigned.

 

 

Time of Day Rules: an entry under ‘Time of Day Rules’ indicates that the template has been assigned as a response to a time of day setting in the system.  If you click on ‘Edit’ you can modify the rule set up.

 

Keyword Rules:                an entry under ‘Keyword Rules’ indicates that the template has been assigned as a response to a keyword that is set up in the system. If you click ‘Edit’ on the appropriate keyword you are able to modify this keyword.

 

NB/ The incident module is not a feature offered in this release therefore this should not display on any template usage screen

Incident Status:                an entry under ‘Incident Status’ indicates that the template has been assigned as a response to an incident status.  If appropriate click on edit to maintain the incident status screen.  Applicable only if the incident manager is in use.

  1. Inserting Data Fields into Your Templates

 

We are able to insert data fields at any point in the templates.  This can be done by clicking in the place in the template you wish to insert the data field.  Select the right click button on your mouse and the menu option (seen highlighted below) will appear.

 

 

By clicking on Agent, Customer or Customer Data we have additional information available to us.

 

  • Agent
  • User ID
  • Agent Name

 

 

  • Customer
  • First Name
  • Last Name
  • Customer Ref1
  • Customer Ref2
  • Address 1
  • Address 2
  • Address 3
  • City
  • State
  • Post Code
  • Country
  • Primary Mobile
  • Primary Email Address
  • Primary Fax
  • Primary Home Phone
  • Primary Business Phone     

 

 

Customer Data – refers to any generic fields that you may have set up in the customer extended information screen.

Nested templates (configurable)

 

These are templates that are referred to within another template, based on the value in the specified field in the customer’s record.  Templates can be nested 5 layers deep. Nested template names must be unique, even across channels.

 

      Important Tip:  Always test any new or modified template by sending the template from both the message console and via a broadcast to ensure that the format and text that is being sent is accurate.  This is especially critical when the IsBlank, IsNotBlank, NotExists, and Nested Template functionality is being used.

 

 

Nested templates in older releases were identified by single {} around the template details.  In more recent releases double brackets are now used.   For example what was {E[City]} is now

reference to undefined name 'E' Exception of type 'MindTouch.Deki.Script.Runtime.DekiScriptUndefinedNameException' was thrown. (click for details)

 

  • Make sure nested templates are allowed – Admin à Settings à General Settings tab, allow nested templates is ticked.
  •  https://knowledge.liveops.com/@api/deki/template – Initial Template is the prefix of the child. Second Template is the field in the customer record that will determine which template message is to be send out.  So the parent in this example has {SMS[City]} as it’s applicable text for the template – SMS is the prefix of the child – that is any template that begins with SMS may be used – in conjunction with the [City] applicable to the customer record who you are messaging / broadcasting to. 
  • By selecting the template = ‘Parent’ for any customer that has Christchurch as their City the actual text that will be sent will be that applicable to SMSChristchurch.  If it was an email being sent then the actual text that will be sent will be that applicable to EChristchurch. 

 

Nested templates are set up as follows:

 

 

 

 

When the parent template is selected then the customer record is checked and the city that is stored on the customer record will have ‘E’ or ‘SMS’ appended to it and the applicable template message will be sent.  Please note that in this example if the customer did not have a city entered then the resulting message that would be sent to a customer would be nonsensical to the customer {E} or {SMS} would be the messages sent.

 

See example below:

 

Where a customer has Christchurch or Wellington as their city in the Customer detail extension details:

    OR    

 

When the Parent template is selected and a city is populated the following occurs;

 

  • The customer with Christchurch listed as their city will receive the “Hi [FirstName], welcome to your new home in the garden city” message.
  • The customer with Wellington listed as their city will receive the “Hi [FirstName], welcome to windy Wellington” message.
  • Not Exists  Functionality

 

Nested Template functionality can now have a default template sent if there is no Child Template applicable for the customer.  The correct syntax is:

 

reference to undefined name 'NotExists' Exception of type 'MindTouch.Deki.Script.Runtime.DekiScriptUndefinedNameException' was thrown. (click for details)
.  If a nested template then the parent could have for example
reference to undefined name 'NotExists' Exception of type 'MindTouch.Deki.Script.Runtime.DekiScriptUndefinedNameException' was thrown. (click for details)
.  Therefore if there was no E[City Name] template name available to send then the customer contact would receive the EDefault template message.

 

Parent Template:

 

 

Child template – EChristchurch

 

Child Template – EWellington

 

 

Child Template – EDefault

 

 

 

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Last modified
00:08, 13 Sep 2014

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