Understanding Templates

Overview

As you work through the Enquiry Wizard, one of the steps you will encounter is selecting a Template. Templates are pre-written email drafts that are linked to specific actions, helping you respond quickly and consistently without having to write every email from scratch.

You must select a Template before you can proceed to the next step, so it is important to understand what is available to you and when each one is appropriate.

Where Do Templates Come From?

Just like the MIS screen, the Templates available to you are specific to your team’s mailbox. Your organisation has defined and supplied the Templates that appear in the system, so what you see may look different to another team or company using the same product. If you are unsure which Template to use, check with your team leader or mailbox administrator.

Which Templates Appear?

The list of Templates you see will change depending on the action you have selected for the enquiry. Only Templates relevant to your chosen action will be shown, making it easier to find the right one quickly.

Here is a guide to what you can expect for each action:

Pending – Corresponding These Templates are designed for situations where you need more information from the enquirer before you can resolve the enquiry. They will typically be worded to politely request the missing details from the enquirer.

Pending – Request Internal Feedback These Templates are used when you need to reach out internally — for example, to another team or department. They are usually structured to provide instructions or request assistance from the relevant area.

Pending – Escalated These Templates support the escalation process. They are suited to situations where the enquiry needs to be referred to a manager or another area of the business for further handling.

Completed – Responded These Templates are used when you are ready to resolve the enquiry and send a final response to the enquirer. They are addressed to the enquirer and may include an NPS or NES survey in some cases.

Completed – Delegated These Templates are similar to those used for Pending – Request Internal Feedback, but are used in situations where you are passing the matter on without expecting a response back.

Enquirer Feedback These Templates are used when an action is reserved for internal communication but you also need to keep the enquirer informed. They allow you to send a separate communication to the enquirer to keep them in the loop.

What Should You Do Here?

Read through the email on the left to remind yourself of the context, then select the Template that best fits the situation. Once you have made your selection, click Next to continue through the Enquiry Wizard.