01-11-2019 01:01 PM - edited 03-14-2019 06:43 PM
I have PCCE 11.6 with ECE. The customer wants to use multiple greeting/reply templates on each email queue. I can see the option to add only one greeting template per queue. Is there any way to add multiple greeting/reply for each email queue so that agent can choose between them when they reply?
01-11-2019 01:14 PM
The easiest way around this is to create KB articles tied to a macro and let your agents decide which KB article to use.
01-14-2019 09:11 AM
I have almost 20 greetings now. I am able to select them under the queue. But the limitation is that only one greeting per queue. So I tried to create a macro as you mentioned above. But I am unable to select the greeting under macro definition. It looks like I am missing some step. Can you explain the steps I need to do to get all these greetings under a macro?
Thanks,
Mark
01-17-2019 10:56 PM
So if you have 20 greetings, you should have all those available to you automatically if you created them in the KB Console > Departments > department_name > Content > Shared > Standard > Email > Greetings ... I've attached a picture of what the agent should experience if they click on the articles icon
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