How to Edit a Templated Response

Reviews offer information to the Agent to be able to quickly resolve a ticket by just hitting the big orange "GO" button. But Reviews also allows the agent to edit the outgoing response (if there is one in the Journey) to customize or change the message to the customer.

‌To edit an outgoing response template, navigate to Reviews and select a Queue:

Edits to replies will persist for that message. To change it for all messages that go down that specific Journey, the edit should be made in the Review Step in the Journey build.

‌Go to the message field on the right hand side:

Simply click in the box and you will activate our text editor. That will allow Agents or users to write or edit the messages as they deem best prior to responding to the customer.

The agent can change the message that is sent to the customer, but can not change the actions that will be taken. if you feel that the actions are not appropriate please direct the message for manual handling