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Message Templates

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edited Oct 15, 2020 11:39AM in Agent Desktop 2 comments


Sending Message templates based on Queues


Hi All,

1.) We are using the message templates for notification to the contacts. If an incident is in some of the queue lets say "Queue 1" , then the notification is to be sent for only creation of incident and closure and for the rest of the Queue it has be sent on every operation. Can we do this using any business rules or via any other way?

2.)  In the message global template, we have configured a banner image, we want this image to be changed for some of the queue. Can we display this banner image conditionally?

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