Editing Email Templates

Personalize the emails Wix Answers automatically sends to your customers and team members. Edit, enable, or disable each template in all your supported languages from your Email Templates settings. 

To edit your email templates:

  1. In the Wix Answers app, go to Settings > Tools > Email Templates.
  1. (Optional) Select a language next to Email Templates in.
  2. Click the toggle  next to the relevant template to enable or disable it. 
  3. Click Edit next to the relevant template:
    • Ticket Owners: 
      • Ticket Submitted: Sent to a customer after they submit a new ticket.
      • Ticket Replied: Sent to the customer after an agent replies to their ticket.
      • New Ticket Created by an Agent: Sent to the customer when an agent creates and sends a new ticket to them via email.
      • Ticket Assigned to Group: Sent to group members after a ticket is assigned to their group.
      • Ticket Resolved: (If you have not enabled CSAT) Sent to the customer when an agent resolves their ticket.
      • Satisfaction survey for email: (If you've enabled CSAT) Sent to the customer when an agent resolves their ticket.
    • Article Followers: 
      • Known Issue Resolved: Sent to customers that follow a Known Issue when it is resolved. 
      • Feature Request Released: Sent to customers that follow a Feature Request when it is released. 
    • Help Center Visitors:
      • Email Verification: (If you've restricted access to your Help Center) Sent to customers who try to access your Help Center or submit a ticket from your contact page. 
    • Call Center Customers:
      • Call Completed: Sent to callers when their call ends. 
      • Missed Call: Sent to customers if they miss a call from your Call Center. 
      • Satisfaction survey for call center: (If you've enabled CSAT) Sent to callers after an agent resolves their call ticket. 
  4. Edit the Email Subject.
    Note: Click the Placeholders icon  to add dynamic text.
  5. Edit the Email Body HTML on the left panel to change the content of the email.
    Note: Click the Placeholders icon  to add dynamic text.
Preview changes you make to the Email Body HTML in the panel to the right. 
  1. Click Save.

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