Email templates

In LiveAgent you can configure email templates for your Customers and Agents. All the email templates sent from your LiveAgent can be formatted as HTML or plain text emails. By using the implemented WYSIWYG editor, you can easily edit and style content of your email templates.

Email templatesEmail templates

Customer email templates

These are preconfigured email messages sent to customers when certain types of events occur.

You can customize Customer email templates for:

  • Ticket reply (Sent to customer when agent replies to existing ticket.)
  • New ticket (Sent to customer when agent creates ticket using compose message.)
  • Forward message (Sent when agent forwards message to customer.)
  • Ticket resolved (Sent to customer when ticket is resolved.)
  • Chat transcript (Email template of a chat transcript sent to customer. Customer must select send transcript option to receive transcript via email.)
  • Reply to forum topic or suggestion (Sent to customer when new reply is added to forum or topic, this email is sent to all customers that commented or voted for the suggestions/topic. This email contains also unsubscribe link.)
  • Registration mail (Sent to customer when she or he creates account in Knowledge base. This email contains a link where he can setup his password. It also serves as a customer email verification email. Customers using fake email addresses won't be able to setup their account password.)
  • Forgot Password mail (Sent to customer when she or he clicks on forgot password link. This email contains a link to reset her/his password.)

Agent email templates

These are preconfigured email messages sent to the Agent when certain type of events occur.

Agent email templatesAgent email templates

You can customize Agent email templates for:

  • Customer replies in assigned ticket (Sent to agent when customer replies in a ticket that is assigned to her/him. Notification is not sent when agent is logged on to system.)
  • Ticket is assigned to the Agent (Sent to agent when ticket is assigned to him. Notification is not sent when agent is logged on to system.)
  • New ticket is created (Sent to agent when new ticket is created in any of his departments)
  • Request New Password e-mail (Sent to agent or customer when user requests a new password. This email contains a link to reset her/his password.)
  • Forgot Password mail (Sent to agent when she or he clicks on forgot password link. This email contains a link to reset her/his password.)
  • Registration mail (Sent to agent when admin adds her/him to the system. This email contains a link to setup her/his password.)

Knowledgebase resources

Learn how to setup Email templates

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