Boilerplates are prepared texts. Agents insert them into emails, faxes and chats — see Boilerplates in the Agent chapter — and flows send them, for example as an automatic reply or at the end of a chat. They are under Global elements › Boilerplates; this requires the Boilerplate configuration permission.
Creating a boilerplate
- Right-click the list and choose Add.
- On the General tab, enter a Name — agents and flows find the boilerplate by it — and a Description if needed.
- On the Text tab, select a Language and write the text. Repeat this for each language in which the boilerplate should be available.
- On the Usage Matrix tab, turn on the skills and channels in which agents are offered the boilerplate.
- Click Save.
The text
The editor works like a word processor: with fonts, tables and images, and with a spell check based on the dictionary of the selected language. With preview features turned on, the context menu also offers AI text transformation.
Each language has its own text. In a language without text, agents do not see the boilerplate. If a flow sends a boilerplate in a language without text, myContactCenter translates it automatically — provided an Azure key is set up — and saves the translation as a new language version in the boilerplate.
Placeholders
Placeholders are enclosed in percent signs and are replaced on insertion. When an agent inserts the boilerplate, the Agent replaces these:
| Placeholder | is replaced by |
|---|---|
%AGENTNAME% |
the agent’s name |
%AGENTEXTENSION% |
the agent’s extension |
%SKILL% |
the skill of the conversation |
%LANGUAGE% |
its language, e.g. “en-US” |
%TIME% |
its start time |
%SENDER%, %CALLERNUMBER% |
name and number or address of the sender |
%RECIPIENT%, %DESTINATIONNUMBER% |
name and number or address of the recipient |
%POSITION% |
the position in the queue |
%CALLID% |
the ID of the conversation |
%USERNAME% |
the Windows user name at the workstation |
%‹KEY›% |
the value of an attached data field that the agent sees, e.g. %CUSTOMERNUMBER% |
Below the editor, you insert the variables of a flow with Flow variables. They are replaced when a flow sends the boilerplate — when an agent inserts it, only if there is an attached data field with the same name.
Input fields
Text in square brackets, for example [Contract number], becomes an input
field: when an agent inserts the boilerplate, the Agent asks for the value in
the Custom values window.
Usage matrix
The table has one row per skill and columns for Email, Fax and Chat. An agent only sees the boilerplate in conversations whose skill and channel are turned on here. The matrix plays no role for flows.
Default template
With Is default template, the boilerplate becomes the template for every
reply: if an agent opens an email or fax of a skill that is turned on in the
usage matrix and the reply is still empty, the Agent inserts the default
template. In it, the placeholder %BODY% stands for the customer’s original
message.
There can be only one default template per skill and channel; otherwise the usage matrix reports Duplicate boilerplate, and Save is locked. Agents do not see default templates in the list of boilerplates.
Best match filter
With the Best Match Filter tab, the Agent suggests matching boilerplates: it compares the customer’s message with the filters and sorts the list accordingly — the better a boilerplate matches, the stronger its green background.
In each row, you set a Language, a filter and a Relevance from 0 to 999. For the language of the conversation, the Agent adds up the relevance of all filters that occur in the message.
A filter is a regular expression; it is not case-sensitive. Use simple search
words such as invoice or cancellation|termination and character classes
such as [0-9]. Shorthands such as \d or \w do not work here.
In flows
Flows send boilerplates at several points: at the end of a chat, as an automatic reply, with the Send Email node and as a reply when an error occurs in the flow. If a boilerplate is missing in a language, the flow editor warns Boilerplate is not available in all languages.