TABLE OF CONTENTS
Instructions
We now have the ability to customize the standard Tixt messages using intuitive web interface.
Navigate to Configurations>Message Customization:
In your customized messages you can use the variables. List of available variables is provided in the top of the page.
Scroll down to the message that you would like to customize, enter your customized message and click Save:
Messages that are available for customization:
Each message can be customized and saved by selecting "Save". You can always return to the default message by clicking "Default" and then save.
Ticket creation
When a ticket is created via text message, your client will receive this message
- "Your ticket number is ##ticket_number. The conversation for this ticket will come from #conversation_number."
Ticket initial/closing message
- Response sent from the conversation number when a ticket is created
Ticket Deleted
- Response sent from the conversation number when a ticket has been deleted from ConnectWise.
Adding New Contact
Occurs when a new contact has been added to a ticket.
Error: Ticket Creation Response
Bad response when creating ConnectWise ticket.
Note: #ticket_number. #company_name, and #ticket_summary variables will not work for this message type.
Subsequent Ticket Creation Messages
Subsequent messages received from the same number to the Tixt Ticket Creation number before the ticket has been created and within 120 seconds.
Error: Ticket Creation Configuration
When the company is no longer configured or there is no body or attachments.
Note: #ticket_number. #conversation_number, and #ticket_summary variables will not work for this message type.
Error: Callback Failure
When a message is sent and the company is no longer configured.
Error: Callback Ticket Deleted
When a message is sent to a deleted ticket.
Reopen Message
Notification sent to the contact who reopens the ticket after having been closed.
Reopen By Member Message
Notification sent to the contacts who did not reopen the ticket after having been closed.
Note: Variable #contact_name can be used to name the member who reopened the ticket.
