To add a template, click on the "Add Template" button from the "Templates" module.
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When pasting a variable in one of the template fields, you will see text with the following format:
{{[entity.]parameter}}
In the following image, two different variables were inserted: the first one, {{cliente.primer_nombre}}, will insert the first name of the client associated with the caseticket; the second one, {{usuario.nombre}}, will be replaced by the name of the user managing the caseticket.
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It is also possible to add variables associated with additional data from the customer’s account. These variables cannot be selected from the list of variables since they are not static data and change over time, but they can be added by typing the variable in the aforementioned format. For example, if the client's account has the additional data balance, the variable to add should be typed in the following way:
{{cuenta.datos_adicionales.balance}}
Using templates in the ticket
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Once a template is added, it can be used to send interactions in a caseticket. Go to the Cases Tickets module and enter a specific caseticket. In the interactions window, select the channel type, contact data, and click on Templates to search for the desired template. Click on it, and the message or content of the template will be automatically loaded.
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