Text Blocks are designed to standardise and accelerate the handling of messages across various communication channels (Email, WebChat, WhatsApp, Facebook Messenger). These Text Blocks are available in the web client and can be added to replies either by clicking on the relevant text or using a short code of up to 5 characters.

• Text Blocks can be set for a specific Router or applied server-wide.
• They are categorised, and new categories can be created by typing, instead of selecting from the dropdown list.
• Text Blocks are set up per language supported by the system.
• To personalise replies, placeholders like {Agent}, {Alias}, {Department}, {Phone}, and {Email} can be used. When the Text Block is applied, the system will automatically populate these fields with the relevant details (Agent’s name, alias, department, office phone, and email).
• Use {MTNR} to include the unique Mail Tracking Number (MTNR) for email replies.
• Please note that images are not supported within Text Blocks.
• The Supervisor authorisation "Content Editor" is required to maintain this tab.