Using Placeholders to Insert the Latest Previous Public Post in Agent Replies

Overview

You can modify the Reply email template to include the last three previous public posts of a conversation in an agent's reply and use placeholders to customize the message content in your replies. This helps the customer and any other cc'ed contacts understand the context of the conversation.

Diagnosis

In Kayako, when we talk about templates we are talking about the HTML documents that control how your content is presented. You have editing access to the templates that control your Help Center, your automated emails, and your satisfaction surveys.

To save time and keep your service experience personal, Kayako lets you use placeholders to add dynamic content to your replies and notifications automatically. This saves precious time that would otherwise be spent manually retrieving unique customer information for every response. When used correctly, placeholders can customize even the most common support messages and processes.

If you want to include the latest previous public post in a conversation, you can edit the reply template and use placeholders to customize its content.

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Prerequisite

• To edit the email templates in Kayako, you will need an administrator account. No specific permission is required.

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Solution

1. Sign in to Kayako and go to the admin panel.
2. Click Email templates under CUSTOMIZATIONS.
3. In the Reply section, delete everything in the box and paste the new template. (see sample template below)
4. Click Save to save the changes.
   
   

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Sample template:

<table>
 <tbody>
 <tr>
 <td>
 <br>
 {{ contents|raw }}
 </td>
 </tr>
 </tbody>
 <br>
 <hr>
 The last reply to this conversation was:
 <br>
 <br>
 {% for post in case.public_posts|slice(1,3) %}
 {{post.creator.name}} added a new post on {{post.created_at}}
 <br>
 {{post.contents_html}}
 <br>
 {% endfor %} 
 <tfoot>{{ footer|raw }}
 </tfoot>
</table>  

Note: Using case.posts instead of case.public_posts will include all updates - both public and private.

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Confirmation

Every time an agent responds to a conversation, it will automatically include the last three previous public posts of a conversation in the agent's reply.

NOTE: The arrows point to the content referenced by the placeholders we used in the sample above.

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