Create custom email alert templates for your Organization

Relay provides default alert templates for emails sent to the Customer related to their Issue. Organizations can customize these templates and enable them for specific Teams. Emails will automatically be sent to Customer Users on the Issue (and, optionally, additional individuals) whenever the template trigger conditions are met. For example, the Issue Resolved Chat Transcript alert will email the public chat transcript after the Issue is resolved and the Issue Escalated alert will email a notification when an Issue is escalated. You can also set up a Customer feedback survey that can be emailed after Issue resolution.

How can I create a custom alert template from a default template?

1. Go to Organizations → Profiles and search for your Organization.
2. Double click on your Organization or click the  (Pencil) icon next to it.
3. Select (Alert Templates) on the left navigation bar of the Orgs modal.
4. Search for the template you want to customize under the Default Alert Templates tab at the top of the modal. For example, you may want to edit the template for the Customer feedback survey or Issue resolved chat transcript.
   • NOTE: you will see the term Private Labeled next to some of the template types. Choose the Private Labeled option if you would like the emails sent to the Customer to include your Organization's logo and information. Templates that do not have Private Labeled next to their type will be labeled with the Boomtown logo and information.
5. Click on to the right of the default template title. 
6. Go to the Custom Alert Templates tab at the top of the Orgs modal and search for the newly created copy of the default template. 
7. Click on  (Pencil) next to your new template to edit it. 
8. Edit the following fields: (NOTE: you do not have to edit all the fields—customize the template as needed)
   • Enabled for Teams: select the Team(s) that will use the template. The template will automatically trigger for these Teams, unless you manually disable the alert under (Alert Templates) on the left navigation bar of each Team's modal.
   • CC: type the email addresses of the people who will receive alert emails in addition to the Customer User on the Issue. 
   • Only send to CC addresses: toggle on if you would like the Customer User to not receive the email alert. 
   • Subject: edit the subject line of the email. You may add tokens. Scroll down to the Available Tokens section to see which tokens you can use and how to use them.
   • Body: edit body of the email that will be sent to the customer. Use the text editor or select (Code View) and edit the HTML code directly. You can also use Available Tokens provided at the bottom to customize and personalize your message.
9. Hit Save & Exit.