Purpose and Features
Purpose: The primary objective of developing the new template message structure is to enable centralized management of template messages for different communication channels and widgets, thereby enhancing the user experience. This structure aims to increase operational efficiency by simplifying tasks such as assigning, editing, and deleting template messages across multiple channels simultaneously.
Features:
Centralized Management
Template messages can be created, edited, deleted, and managed from a single location under System Administrator > Chat > Template Messages.
A created 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 instantly applied across all channels thanks to centralized management, enabling quick and effective communication.
The centralized structure allows the system to easily scale when new channels need to be added.
The new structure makes it easier to make data-based decisions by making it easier to track where and how often messages are used.
Setup and Usage
To access template messages, you must have the following permission in the Access Control List. Users with this permission will be able to view the Template Messages menu.
Chat > Template Message Menu |
On the Template Messages page, to perform actions such as adding, editing, and deleting, the following Access Control List permissions must also be defined.
Chat > Template Message > Add/Edit |
Chat > Template Message > Delete |
Follow these steps to access the menu:
Click on System Administrator > Chat > Template Messages.You will first encounter the list page. All template messages defined in the system will be listed in this area.
Adding a New Template Message
Template message definitions in the system can only be made through the "Template Messages Menu."
You can define a new template message by clicking the "New" button.
Settings:
Message Type: Select the type of template message from this field. The template message type consists of three options: Text, Photo, Document.
Title (Subject): This is the title of the template message.
Assigned Channels: Select the channel or channels to which you want to assign the created template messages.
Sort Priority: This field determines the priority of the template message compared to other template messages. The default is set to 90.
Content: This is the content of the template message. If the text type is selected, this is the area where the content is written as text. If Photo or Document type is selected, this is the area where the file name is specified and the file is selected.
Editing a Template Message
You can edit all the details of the template message.
Deleting a Template Message
This will permanently delete the template message from the system.
List Page Details
The template message name is entered in the field indicated in the visual.
The template message content is entered in the field indicated in the visual.
We track usage count in two ways:
Channel (Widget) Based Usage Count: This keeps track of 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: This 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.
From the list page, you can view which channels (widgets) are assigned to the template messages.
By clicking on one of the channels assigned to a template message, you can access the channel details.
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.
Filters
There are three filters available: Content, Assigned Channels, and Message Types.
Content Filter: This filter allows you to filter template messages by title or content.
Assigned Channels Filter: In this filter, you can view all chat widgets and all Click2Connect widgets created in the system. By selecting specific widgets, you can filter and view which template messages are assigned to those widgets.
Message Types Filter: This allows you to filter by template message types such as Text, Photo, or Document. It filters the template messages based on the selected message type.
Sorting
The sorting option on the list page allows you to order template messages based on your preferred selection. There are six sorting options available. By default, we sort by "Creation Date in Descending Order."
Creation Date Descending
Creation Date Ascending
Alphabetical Descending
Alphabetical Ascending
Usage Count Ascending
Usage Count Descending
Mass Operations
The mass operation limit is 1000. You can only perform actions on up to 1000 template messages at the same time.
Click on the "Mass Operations" button.
Select how many template messages you want to display per page. Then, click on the desired selection or the "Select All" icon to choose all the template messages on the page.
The mass operations you can perform are as follows:
You can 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 template messages in mass.
Click the "Change Channel" button.
Here, you can perform three actions:
Mass Keep Channel Operation:
This action 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:
This action adds the selected template messages to the channels chosen in the pop-up window while simultaneously removing them from their previous channels.
Mass Remove from Channel Operation:
This action removes the selected template messages from the channels chosen in the pop-up window.
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 management related to template messages must be done from the Template Messages page. When you click on the icons below, you will be redirected to the Template Messages page.
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. By clicking on the Edit Template Messages icon, you can perform the desired actions on the Template Messages page.
We wish your operation benefits from this new release and look forward to hearing your feedback!