Add Template

To add a template, click on the "Add Template" button from the "Templates" module.

Sagicc will take you to the template creation form, where you must enter the following required information:

• Name: Name of the template.

• Channel Type: The type of channel for which the template will be available (SMS, Facebook, Email, WhatsApp, etc.). Not all templates apply to all channel types, and not all channels accept the use of templates.

• Category: Select one of the template categories that have already been added to the platform. This way, the new template will be organized alongside others of the same category.

• Available for (channels):

  • All channels: Select this option if you want the template to be usable by all channels belonging to the selected channel type.

  • Some channels: Select this option if you want the template to only be usable by some channels belonging to the selected channel type. When selecting this option, you will see a channel selector.

• Available for (campaigns):

  • All campaigns: Select this option if you want the template to be used from all campaign tickets.

  • Some campaigns: Select this option if you want the template to be used only from specific campaigns. When selecting this option, you will see a campaign selector.

Depending on the option selected in the Channel Type field, specific additional fields will be requested for each channel type:

• Message: It is the predetermined message or content that will be loaded and sent in the outbound interactions. It may include variables related to the ticket, the customer, the user, or the account, which will be replaced by Sagicc at the time of sending the template content. Sagicc has 2 types of editors for this field: simple editor and advanced editor (email only).

• CC (email only): Specifies the email accounts to which you want to send a copy of the email generated by the template. Enter the desired email and press the Enter key to add it.

• BCC (email only): Specifies the email accounts to which you want to send a blind copy of the email generated by the template. Enter the desired email and press the Enter key to add it.

• Subject (email only): It is the subject of the message.

• Message Type (WhatsApp only):

  • Session Message: Specifies that the message to be sent corresponds to a session message, i.e., a message that the company sends when it already has an initiated and active conversation with the customer.

  • Approved Template: Specifies that the message to be sent corresponds to an approved template message by WhatsApp and Meta to start a conversation with the customer.

• Approved Template Message Type: Allows specifying whether the approved template message is provided by Sagicc or an external provider.

• WhatsApp Template (WhatsApp only): It is the template message approved by WhatsApp. If the Approved Template Message Type is "provided by Sagicc," you can select the approved template from a list. Otherwise (other provider), you must enter the exact name of the approved template.

• Variables (WhatsApp only): These are the Sagicc variables that will replace the variables in the WhatsApp-approved template message. You must write all variables separated by a comma.

• Advanced WhatsApp Template (WhatsApp only): Allows building special templates for WhatsApp, using multimedia elements (images, videos, etc.) or interactive elements (quick response buttons, selection lists). More info here.

Verify that the information is correct, and click "Save" to add the template. If the process was performed correctly, you will be automatically taken to the "Templates" module, where you will see the newly added template in the list. From this moment, you can use the template from the "Tickets" module, to generate interactions with your customers in a more agile and fast way.

Variables for Templates

Sagicc allows you to add dynamic content to templates through variables. These variables can be added in various fields of the template, such as message, subject, variables, etc. When adding a template, click on Variables to see a list of available variables to add, organized by entities: Ticket, Customer, Contact Data, User, Account, Management or Survey.

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 customer associated with the ticket; the second one, {{usuario.nombre}}, will be replaced by the name of the user managing the ticket.

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 customer'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 Tickets

Once a template is added, it can be used to send interactions in a ticket. Go to the Tickets module and enter a specific ticket. 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.