How to add Templates
Adding templates to Tugi allows support agents to use predefined responses for efficient and consistent communication. Follow the steps below to create a new template in Tugi.
Admins and Team Leaders can access Templates-page.
Navigate to the Templates Configuration Page
- Log in to Tugi.
- Go to Configuration from the main menu.
- Select Templates.
Create a New Template
- Click on New Template on the upper right corner.
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Fill in Template Details
- Template Name: Enter a clear and descriptive name for the template.
- Choose Brand: Select the brand the template will be associated with.
- Default Language: Set the primary language for the template.
- Template Type: Choose whether the template is for Chat or Email.
Default Language Options
Default language options are shown based on the brand settings. If you can't find the language you're looking for, please set it up first from Configuration > Brand.
Text formatting in Templates
Text formatting allows rich-text editing in the templates. Use them to create clickable links, bold text or italics in your communication with clients.
| Type | Use |
| Hyperlink | [Link text shown](http://www.link address.com/) |
| Bold text | **Bolded text** |
| Italics | *Italics text* or _italics text_ |
Placeholders in Templates
Placeholders allow templates to dynamically insert customer-specific information, making responses more personalized and efficient. When creating a template, you can use placeholders to automatically populate details such as the customer's name, ticket ID, or agent name.
Placeholders in Tugi:
| Placeholder | Fill Type |
| {{end_user_display_name}} | Fills end-user display name |
| {{brand_display_name}} | Fills brand display name |
| {{agent_display_name}} | Fills agent alias |
| {{end_user_email}} | End-User email |
To use placeholders, simply include them in the template text where needed. For example:
Hello {{end_user_display_name}}, welcome to live chat! I'm {{agent_display_name}} and I will be helping you today.
Using placeholders ensures consistency while allowing for personalization in automated responses.
Email signatures
Remember to add an email signature at the end of email templates.
Hello {{end_user_display_name}},
Thank you for contacting {{brand_display_name}} support.
Let us know if there's anything else we could help you with!
Kind regards,
{{agent_display_name}}
{{brand_display_name}} Customer Support
Save the Template
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Save the Template
- Review the details to ensure accuracy.
- Click Save to finalize the template.
- Once saved, the template will be available for use by support agents based on the brand and language settings configured.
How to modify and delete Templates
In both scenarios, first log in to Tugi > Go to Configuration from the main menu > Select Templates.
Modifying Templates
To modify an existing template:
- Click on the Edit button (pen icon) on the right-hand side of the template you wish to edit.
- Modify the template text in any of the set languages.
- After making changes, click Update to save your modifications.
Adding a new language to a template
To add a new language to an existing template:
- Click on the + button on the right side of the languages already used.
- Select the desired language from the dropdown menu.
- Insert the template text for the new language.
- Click Create.
- A confirmation message, “Template translation added”, will appear.
Deleting templates
To delete template:
- Click on the Edit button (pen icon) on the right-hand side of the template you wish to delete.
- Click the upper right corner “Delete” button.
Deleting a language from a template
To delete a language to an existing template:
- Click on the Edit button (pen icon) on the right-hand side of the template you wish to edit.
- Choose the language you wish to delete
- Click the lower “delete” attached to the template field.
Using Templates
Agents (humans) and Specialists are able to use templates in Agent / Specialist Workplaces.
Templates are accessible from magic wand icon next to the text composer when the ticket is opened in the Workplace.
Requested “[template name]” is not available for current ticket language '[language code]" error
If you get an error of "Requested “[template name]” is not available for current ticket language ‘[language code]" error" when trying to add a template to a ticket in Workplace, it’s because that specific language has not been added in templates.
It can be added by an Admin or Teamleader by going to Configure > Templates > Edit > “+” icon and add a new language.