Overview of Email Templates

To quickly respond to emails, LiveAgent allows you to create and store email templates in the system. There are two types of email templates: customer-facing and agent-facing.

Email Template Configuration

From the agent screen left menu, select Settings > Email > Customer Templates

Editing Customer Email Templates

  • Select the email template you want to edit and click Edit
  • To create team-specific templates, click the “+ Create Team-Specific Template” button
  • Email configuration options:
    • Notify customers via email when tickets are resolved
    • Retrieve chat conversation logs

Editing Email Body

  • Select email template format (Plain Text or HTML)
  • Using variables
    • Use variables like {$firstname}
    • Variables allow data insertion based on ticket conditions and assigned agents

Important Notes When Editing Email Templates

  • Backup the original template before editing
  • Utilize “Quote Options”
  • Use the “Test Send” function

Email Template Variable List

Available Merge Fields

Data TypeVariable
Server InformationServer date, Server time
Ticket InformationTicket subject, Ticket code, Ticket ID, Ticket status, Ticket URL
Recipient InformationRecipient name (last/first), Recipient email address
Agent InformationAgent ID, Agent last/first name
OthersMessage, Latest message from requester

Notes on Recipient Name Variables

  • Names can be split into first and last names by separating with a half-width space
  • Pay attention to variable order (first part is first name, latter part is last name)

Editing Agent Templates

  • The editing procedure for agent templates is the same as for customer templates
  • Select the template you want to edit and click “Edit”