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AurionAI

Notification templates

4 min readBy Emmanuel Yazbeck

A notification template is the subject and the text of one notification email, in one language. AurionAI comes with a standard template for each event. On the Notification Templates page you change the text, for example to add your own greeting.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the templates page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Notification Templates.

The templates are grouped in five sections: Agent Templates, Requester Templates, CC Templates, KB Review Templates and Reply Templates. Select a section to open it. Each event shows one button per language, from EN to SV. A button with text shows the start of the subject. A button with a plus sign has no template in that language yet.

To find an event, type its name in the search field. From the Notification Preferences page, the Edit link opens this page on the right event.

The Notification Templates page with the template sections.

Edit a template

  1. Open the section and find the event.
  2. Select the button of the language, for example EN. The editor opens on the right.
  3. Change the Subject.
  4. Change the text in the editor. The toolbar has bold, italic, underline, lists and alignment.
  5. To add a value that changes for each email, place the cursor and select Variable. Then select a variable, for example {{ contact.name }}.
  6. Optional: select Preview to see the email with sample values.
  7. Select Save Template.

AurionAI shows Template saved. To work on the HTML code, select HTML in the toolbar, and Editor to go back.

The dashboard has no button to go back to the standard text. Keep a copy of the text before you change it.

Variables

The Variable list of the editor offers these variables:

  • Contact: contact.name, contact.email, contact.locale
  • Agent: agent.name, agent.email
  • Conversation: conversation.subject, conversation.id, conversation.url, conversation.status, conversation.priority
    • In the five requester lifecycle templates (requester_clarification_needed, requester_ticket_resolved, requester_auto_close_warning, requester_ticket_closed, requester_conversation_resolved), conversation.url is the link to the request in the Help Center. It is empty when the Help Center is not public, so keep it inside {% if conversation.url %}.
  • Company: company.name
  • Message: message.body_preview, latest_public_comment
  • Portal: portal.name, portal.url
  • SLA: sla.time_remaining
  • Other: unsubscribe_url, team.name, reset_url, satisfaction_survey_url

Not every event has a value for every variable. For example, reset_url has a value only in the password reset email, and sla.time_remaining only in SLA emails. A variable without a value prints nothing. Preview fills every variable with a sample value, so check a real email after a change.

Which template AurionAI uses

  • AurionAI uses your template in the language of the person who receives the email. When you have not edited that language, it uses the standard text in that language. Only when no standard text exists in that language does it use your English template. Edit each language that you want to change.
  • Translation outdated — content may not match the English version. A warning sign marks such a language.
  • When a customer starts a conversation while your default business hours are closed, AurionAI uses an after-hours version of Conversation created confirmation. When an agent replies while they are closed, it uses an after-hours version of Agent replied to your conversation. These after-hours versions are not on this page. Read Business hours and holidays.

The rating link of Customer satisfaction (CSAT) goes out in the Conversation resolved email, or else in the Satisfaction survey email.

Result

The new text applies to the next email of that event, in that language. Emails already sent do not change.

If something goes wrong

  • Failed to save template Check that the subject is not empty and has at most 500 characters, then save again.
  • AurionAI says that the preview failed. The text has a broken variable. A variable is written as {{ name }}, with two braces on each side. AurionAI also refuses to save a template with a broken variable or tag.
  • Template body is too long The text, with its HTML code, can have up to 32,768 characters. Shorten it.
  • Template body cannot be empty Enter some text, then save.
  • No notification events configured. Events are seeded when the tenant is provisioned. Contact support. Read Get help.
  • A variable prints nothing in the email. This event has no value for that variable. Remove it or use another one.

Still stuck? Submit a request or .