The template message structure lets you manage template messages for different communication channels and widgets from a single, central location. It simplifies tasks such as assigning, editing, and deleting template messages across multiple channels simultaneously, which increases operational efficiency.
Menu path: System Administrator > Chat > Template Messages
Before you start: To access template messages, you must have the Chat > Template Message Menu permission in the Access Control List. Users with this permission can view the Template Messages menu.
To add, edit, and delete template messages on the Template Messages page, the Chat > Template Message > Add/Edit and Chat > Template Message > Delete Access Control List permissions must also be defined.
Purpose and features
Centralized management
Template messages can be created, edited, deleted, and managed from a single location under System Administrator > Chat > Template Messages.
A template message can be assigned to widgets of types such as WhatsApp, Facebook Messenger, Infobip, HTTP API, Telegram, Viber, and SMS simultaneously. The usage count for each widget is tracked separately.
Template messages can be created in Text, Image, or Document formats.
Mass operation capability
You can assign, remove, or delete up to 1000 template messages to or from specific widgets simultaneously.
Benefits
Managing template messages for different channels from a single location saves time and accelerates operational processes.
Centralized management of all template messages reduces complexity and minimizes errors.
The ability to manage multiple template messages simultaneously reduces the workload in large-scale operations.
Updates to template messages can be applied instantly across all channels thanks to centralized management, enabling quick and effective communication.
The centralized structure allows the system to scale easily when new channels need to be added.
Centralized management makes it easier to track where and how often messages are used, which supports data-based decisions.
Setup and usage
Go to System Administrator > Chat > Template Messages. The list page opens first; all template messages defined in the system are listed here.
Adding a new template message
Template messages can only be defined through the Template Messages menu.
Click the New button to define a new template message.
Configure the following settings:
Field | Description |
Message Type | The type of the template message. There are three options: Text, Photo, Document. |
Title (Subject) | The title of the template message. |
Assigned Channels | The channel or channels to which you want to assign the template message. |
Sort Priority | Determines the priority of the template message compared to other template messages. The default is 90. |
Content | The content of the template message. If the Text type is selected, this is where you write the content as text. If the Photo or Document type is selected, this is where you specify the file name and select the file. |
Editing a template message
You can edit all the details of the template message.
Deleting a template message
Important: Deleting a template message permanently removes it from the system.
List page details
The template message name appears in the field indicated below.
The template message content appears in the field indicated below.
Usage count
Usage count is tracked in two ways:
Channel (Widget) Based Usage Count: Tracks how many times the template message has been used in the assigned channel (widget). You can check this count from the relevant channel widget under System Administrator > Chat > Chat Widget and System Administrator > Click2Connect > Click2Connect.
Template Message Usage Count: Tracks the total usage count of a template message. It is the sum of the usage counts from the channels (widgets) to which the template message is currently assigned.
Example: A template message assigned to three widgets shows a usage count of 8. This number is the sum of the usage counts in those widgets: the first widget has a usage count of 0, the second has 5, and the third has 3. The usage count of the template message is therefore the total of its usage across all assigned channels. If one of the channels is removed from the template message, the usage count decreases by the usage count of that channel.
Assigned channels
From the list page, you can view which channels (widgets) are assigned to the template messages.
Click one of the channels assigned to a template message to access the channel details:
Field | Description |
Channel Type | Indicates the type of channel, such as Web Chat or WhatsApp. |
Usage Count | Shows the number of times the template message has been used in the relevant channel. |
Creation Date | Displays the creation date of the relevant channel. |
Photo and document template messages
Photo-type template messages: The uploaded photo is displayed in the list. Hover over the photo to view it in detail and download it.
Document-type template messages: The uploaded document is displayed in the list. Hover over the document to download the uploaded file.
Filters
There are three filters available: Content, Assigned Channels, and Message Types.
Filter | Description |
Content | Filters template messages by title or content. |
Assigned Channels | Lists all chat widgets and all Click2Connect widgets created in the system. Select specific widgets to see which template messages are assigned to them. |
Message Types | Filters template messages by type: Text, Photo, or Document. |
Sorting
The sorting option on the list page lets you order template messages based on your preferred selection. There are six sorting options. By default, the list is sorted by Creation Date Descending.
Creation Date Descending
Creation Date Ascending
Alphabetical Descending
Alphabetical Ascending
Usage Count Ascending
Usage Count Descending
Mass operations
Note: The mass operation limit is 1000. You can perform actions on up to 1000 template messages at the same time.
Click the Mass Operations button.
Select how many template messages you want to display per page.
Select the desired template messages, or click the Select All icon to choose all the template messages on the page.
You can then delete the selected template messages in mass, add them to specific channels, or remove them from specific channels.
Mass deletion
This operation permanently deletes the selected template messages in mass.
Changing channels
Click the Change Channel button. Here, you can perform three actions:
Mass Keep Channel Operation: Adds the selected template messages to the widgets chosen in the pop-up window. It does not change or delete existing channels; it only adds new ones.
Mass Overwrite Channel Operation: Adds the selected template messages to the channels chosen in the pop-up window while removing them from their previous channels.
Mass Remove from Channel Operation: Removes the selected template messages from the channels chosen in the pop-up window.
Managing template messages from widgets
Note: Within System Administrator > Chat > Chat Widget, you cannot add, edit, or delete template messages. You can only view the template messages assigned to this channel. All template message management must be done from the Template Messages page. When you click the icons below, you are redirected to the Template Messages page.
Note: Similarly, within System Administrator > Click2Connect > Click2Connect > Chat, you cannot add, edit, or delete template messages. You can only view the template messages assigned to this channel. Click the Edit Template Messages icon to perform the desired actions on the Template Messages page.
