Email Templates

Email templates are standardized, pre-formatted messages created by an administrator. They let you avoid having to manually re-apply corporate formatting and style to each of your email responses.

Templates may contain placeholder fields of customer data that are automatically filled at the time you apply the template into your email response, personalizing the message. This is done by searching the customer database using the recipient email address of your message.

Information in this article is also available in the Buzzeasy Academy video below:

Using a template

  1. Reply to an inbound email.

  2. Or, Create a new outbound email.

  3. Click the Template button at the top of your email message. The list of templates open up above the open message. Scroll, or search for the name of the desired template.

  4. Click the template entry you would like to use. A preview of the formatted template message shows up in a modal dialog. Note the placeholder tags getting replaced with the corresponding customer detail.

  5. Click Select on the preview dialog to insert it into your response.

  6. Review the message pasted from the Template.

    Review the template

    The template is built using fields of customer information. Examples include a customer's name, or their job title, contact details, etc.

  7. Customer fields in the template showing up in red and preceded with the pound or hash character (#) needs to be corrected as Buzzeasy was unable to fill them with data. Check the Incomplete placeholder fields section below.

  8. Use the Directory button at the top of the message to add existing customers as recipients.

  9. Alternatively, use the Add, or CC|BCC buttons to add recipients not yet available in the customer database.

  10. Would you change your mind about responding, click the Discard button at the bottom of the message.

  11. Otherwise click the Send button at the bottom of the message. Note that the Buzzeasy Agent application provides real-time feedback about the success of sending your email response.

Incomplete placeholder fields

If the template contains placeholder fields the currently targeted customer record does not contain, then it will show up with a leading pound or hash character (#) and formatted in red. An example would be if your template contains the Customer.Title placeholder, but the customer record matching the target recipient email address does not have this field filled.

  1. Replace the red text with the correct customer field value, in the above example you would write Mister.

  2. You may also cancel the message and update the customer record to provide sufficient data for the field, before re-attempting the message with the template.