Textblocks

Updated at May 15th, 2026

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Table of Contents

Text Blocks Benefits of Text Blocks Managing Text Blocks Short Codes Built-In Tokens Example Custom Tokens

Text Blocks

Text Blocks are predefined responses used in chat and email interactions. They help Agents respond faster while keeping replies clear and consistent.

Benefits of Text Blocks

Benefit	Description
Reduced manual typing	Agents can insert commonly used responses instantly instead of typing the same message repeatedly
Consistent communication	Standard information can be delivered in the same format across all customer interactions
Improved efficiency	Agents can handle conversations more quickly and focus on the customer rather than repetitive admin work
Flexible formatting	Text Blocks can contain simple text or fully formatted HTML content

Managing Text Blocks

Text Blocks are created and managed by a System Administrator under: Settings > Textblocks

There is no practical limit to the number of Text Blocks that can be created.

Each Text Block can also be assigned a Short Code for quick insertion into conversations.

Short Codes

Short Codes allow Agents to quickly insert a Text Block into a chat or email.

For example:

Short Code	Result
`HELLO`	Inserts a standard greeting
`CBACK`	Inserts a callback response
`INFO`	Inserts product or service information

A 3-digit numeric structure provides up to 1000 unique combinations from 000 to 99

Built-In Tokens

Text Blocks support dynamic tokens that automatically populate information from the logged-in Agent profile.

Token	Source
`{Agent}`	Users > First Name
`{Department}`	Users > Department
`{Phone}`	Users > Office Phone 1
`{Email}`	Users > URI
`{Alias}`	Users > Display Name

Example

Hello,

You are speaking with {Agent} from the {Department} team.

If you need further support, please contact us on {Phone} or reply to {Email}.

Kind regards,
{Alias}

When inserted by the Agent, the placeholders are automatically replaced with their own details.

Custom Tokens

In addition to the built in tokens, Administrators can create custom tokens such as:

{Name}
{Relevant_Info}
{Order_Number}
{Reference}

If a custom token does not already contain a value, the Agent will receive a pop up window when the Text Block is inserted. This allows the Agent to enter the required information before the response is added to the interaction.

This makes Text Blocks flexible enough for both standard responses and personalised customer communication.

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