Message patterns

Message templates allow you to send frequent messages quickly.

Select a message pattern, and the client name or other details are filled to the template automatically. The whole email is ready much faster than if you had to type it yourself.

• What data is added to the template
  • Complementary variables
  • Extensibility
• Templates for automated emails

What data is added to the template

You can add the following placeholder variables to the template pattern and the system will look up the necessary data.

The variable can be inserted in the content and subject of the message.

You must insert the variable in full, including the leading @, and be case sensitive.

It is not always possible to trace the data – for example, if you use a template that contains a claim code and the claim cannot be traced to the recipient, the code will not be replaced. It is therefore important to look at the generated message before sending it.

Complementary variables

CRM data

Data is always tracked for the recipient of the message

• @clientFirstname – First name of the client (from the CRM address book)
• @clientSurname – Last name of the client (from the CRM address book)

Business process data

Data refers to the last offer/bypass sent to the recipient or the company to which the address book belongs

• @offerNo – Offer number
• @orderNo – Order number

Complaints data

The data refers to the most recent complaint. If a message is sent directly from a complaint, the data will refer to that complaint even if it is not the last one.

• @problem.problemNo – Complaint ticket number (problem)
• @problem.name – Brief description of the ticket (from the title)

Extensibility

Individual business processes may support additional variables within the associated communication that may not be described on this page.

Templates for automated emails

Some templates are so-called system templates – the system actively works with them. For example, if a reply template is attached to the gateway, the responder will receive an email confirmation that the message has arrived.