Use templates in workstreams

  • 3 minutes

A workstream defines how incoming conversations should be routed and distributed to representatives. A workstream includes details such as how work is assigned to representatives, which queues to route to, and even the quick replies that can be used. Workstreams are created to support different channels such as chat, text message, or social channels.

Make sure that you associate the templates that you create with workstreams that are associated with channels where your templates are used. For example, say you created a custom chat notification that you want to ensure is used when chat conversations are requested. You need to associate the notification template with the chat workstream. After it has been associated, the custom notification is used from that point forward for chat channels that use that workstream. After a representative accepts the conversation request, a session starts based on the session template that's associated with the workstream.

Attach templates to a workstream

You can assign templates to a workstream in the Customer Service admin center app. Session and notification templates are defined under the Advanced settings section of an individual workstream.

There are two available sections:

  • Sessions - Defines the session template that should be used with this workstream.  

  • Agent notifications - Defines which notification templates to use in different scenarios. The available scenarios are:

    • Incoming unauthenticated - Use when the conversation request is coming from someone who hasn't previously been authenticated, such as not being signed in to your customer portal.

    • Incoming Authenticated - Use when the conversation request is coming from someone who is currently authenticated, such as being signed in to your customer portal.

    • Consult - Use when another representative is requesting to consult with you on a conversation that they're working in.

    • Transfer - Use when a conversation is being transferred from one representative to another.

    • Supervisor Assign - Use when a supervisor is assigning a conversation to a user.

Screenshot of the Advanced settings showing the Sessions and Agent notifications sections.

You can accept the default session and notification templates, or you can use any custom templates that you've created.

Note

You might notice that a place to define application template tabs isn't available. Those definitions are attached at a session template level.