Introduction

The pre-defined content option for Customer Care is a way to be able to quickly respond to your guests by using texts that you use often. The texts are first configured in advance and can then be used while replying by email. 

This page will explain all the steps necessary to be able to use them. 

Memo category - pre-defined memos

The pre-defined content in Customer Care is based upon the pre-defined memos. These can be configured in the memo category module. 

Each pre-defined content is configured below a memo category. To configure a new pre-defined memo follow the next steps;

1. Open the memo category module (this can be found in the content manager: Content Manager → Categories → Memo categories)
2. Select the memo category for which you want to add a pre-defined content
3. Press the gear icon in the top right corner of the page
4. Scroll down in the list to find the option "Add pre-defined memo" at the bottom
5. Press the "Add pre-defined memo" button
6. Enter the data in the new screen that you'll see
7. Press "Create"
8. Done

Optionally, you can also translate the pre-defined content. Click on the pre-defined content that you have created and select the translations tab. 

There you can select any available language in your environment and the translations.

Note: there is no option for formatting in the pre-defined content. It is only the actual text. 

Using pre-defined content

Pre-defined content can be used while sending an email from customer care, that means it is possible in different places;

• While replying to an incoming email in the email inbox
• While sending an email from the customer details page in Customer Care
• While sending an email from the case details view

These are the steps to use it: 

1. Go to an 'write email form' in any of the above mentioned places
2. Select a category that has a pre-defined content (needs to be configured in the above chapter), this is important because the next steps will only show the pre-defined content per category. 
3. Press the 'Predefined content' button below the content field
4. In the next window select the content of your preference
   1. the preview of the content is shown inside the (modal) window to make it easier to choose the right one
5. Select the language of your preference
   1. Currently, it preselects your current language in the future this will look at the customer language
6. Press the "Apply predefined content" button
7. The text will be inserted into the text area
   1. Please note; the predefined content will replace any content already available in the text editor, so make sure that you start with the predefined content if you want to use one
8. (optional) You can still edit the text in the editor before sending it to the guest. 
9. Continue as usual with sending your email