Templates for Digital Contact Centers

Templates enable digital contact center agents to respond faster and more consistently across all communication channels. They function like smart, searchable canned responses that agents can quickly insert into chats or emails. Once selected, the message auto-fills—allowing agents to make quick edits before sending. By offering pre-written replies for common questions and scenarios, templates reduce typing, speed up response times, and ensure a consistent customer experience.

Let’s dive into the details.

Who can use this

Digital Contact Center Admins can create Templates for Digital Contact Centers.

Once created, agents can use them during their digital interactions.

Types of Templates

Dialpad supports two types of templates:

• Messaging templates: Shorter replies that are text-only and can be used on any digital channel.

  • Messaging templates have a 1,500-character limit.

• Email templates: Longer replies that are designed specifically for email and support rich text formatting to ensure your emails look professional.

  • Email templates have a 25,000-character limit.

Create a template

Quick replies for Digital Contact Centers can be created at the Office level (making them available to all contact centers) or within a specific contact center.

Create Office-level template

To create a template at the Office level, go to the Dialpad Admin Portal.

1. Navigate to Office > select Office Settings

2. Go to Templates

3. Select Create Template
   

4. Name the Template

   This name is not visible to customers.

5. Choose the Template type

6. Write your Template

7. Add tags (optional)

8. Select Save
    

When a Template is created at the Office level, it will be available for use within all Digital Contact Centers in that Office.

Create Contact Center-level Template

Templates can be created within a Contact Center, making them available only for use in that specific Digital Contact Center.

To create a Contact Center-level Template, go to the Dialpad Admin Portal.

1. Navigate to Contact Centers > select the Digital Contact Center

2. Select Templates

3. Select Create Template
   

4. Name the Template

   This name is not visible to customers.

5. Choose the Template type

6. Write your Template

7. Add tags (optional)

8. Select Save
   

When a Quick Reply is created at the Contact Center level, it can only be used in that Digital Contact Center.

Edit a Digital Contact Center Template

Digital Contact Center Templates can be edited at any time.
To edit an existing Digital Contact Center Template, go to the Dialpad Admin Portal.

1. Navigate to the Templates section of your Office or Contact Center

2. Select the Template you want to edit

3. Make the changes

4. Select Save

Delete a Template

Digital Contact Center Templates can be deleted at any time.

To delete an existing Digital Contact Center Template, go to the Dialpad Admin Portal.

1. Navigate to the Templates section of your Office or Contact Center

2. Navigate to the Template you want to delete

3. Select the Trash Can icon
   

Frequently asked questions

Are variables supported with Templates?

Not yet, variable replacement will be available soon.

For now, we recommend using a naming convention to indicate that the agent should replace with the actual value manually. For example: “Good morning [firstname]”

In this Template, the agent will select the quick reply, then manually replace “[firstname]” with the actual name of the customer before sending the response.

Why don’t I see my Templates from the agent?

Check that you have them created in the correct scope. Remember that Office-level Templates will be displayed to all agents, whereas Digital Contact Center-based Templates are only shown from the Digital Contact Center of the session being handled.