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Extending the offline email template

Updated on March 25, 2020

You can now modify the email template with additional information to respond to customers when chat is not available. For example, you might add the customer's full name to the template.

Before you begin: Ensure that you have configured an email channel. For more information, see Creating an email channel from the landing page.
  1. In the header of Dev Studio, enter and search for OfflineEmailTemplate.
  2. Click the Paragraph rule.
  3. On the Paragraph tab, use the text editor to include additional information in the email template.
    For example: Add this line to the template: Customer’s Fullname: <<pyInteractionCase.Contact.Fullname>>
    For more information, see Paragraphs.
  4. Click Save.

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