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Removing the default 'You recently requested personal assistance from our on-line Support Centre. '.

Accepted answer
edited Jun 8, 2022 8:55AM in Agent Desktop 4 comments


I need to send individual emails to contacts on my database.

The only way I know how to do this is to create a new incident for the contact, and under the 'message' tab, select 'response' and type my email message to them.

What happens when I do this and send the message is that the contact gets an email within a template stating "You recently requested personal assistance from our on-line SupportCentre." (see attached screenshot).

I don't want my emails to be sent in this template as the customers I'm emailing did not in fact request any support, I'm simply reaching out to them. Is there a way to disable this template for incident messages?

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