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Create message templates

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Message templates enable the one-time creation of reusable messages that can be sent to multiple customers. With message templates, you can maintain high-quality content and avoid spam in the ecosystem. You can save time and personalize the messages by using placeholder values that can be replaced with dynamic content when the message is sent.

To create a message template

  1. In Dynamics 365, go to one of the apps, and perform the following steps.

    • In the site map, in Agent experience, select Productivity.

  2. Select Manage for Message templates.

  3. Select New, and enter the following details:

    • Name: Enter a name.
    • Channel: Select SMS.
    • Default language: Select a language.
    • Default text: Enter the default text for the message.

  4. Select Save. After saving the template, the Message template panel appears.

  5. Select New message and create a message using localized text in each language that you want to support.

    Create localized text of new message.

    Message templates support the following slugs.

    Slug Description
    {FullName{Customer}} The full name of the customer who initiated the conversation.
    {LastName{Customer}} The last name of the customer.
    {NickName{Customer}} The nickname for the customer.
    {FullName{Agent}} The full name of the agent who is assigned to the conversation.
    {FirstName{Agent}} The first name of the agent.
    {LastName{Agent}} The last name of the agent.
    {Nickname{Agent}} The nickname for the agent.

    For more information, see Slugs.

  6. Select Save & Close to see your localized message appear in the list of message templates.

See also

Configure outbound messaging
Configure an SMS channel for TeleSign
Configure an SMS channel for Twilio
Configure a WhatsApp a channel through Twilio