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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Create message templates
Service | Customer Service, Contact Center, Fie...
Suggested answer

Create message templates

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Posted on by Ioannis Karakasidis 22

Dear Everyone,

how can I create a message template for CS agents to use in chats?

I tried following the instruction in the original Microsoft Documentation (https://docs.microsoft.com/en-us/dynamics365/customer-service/create-message-templates?tabs=customerserviceadmincenter)

but the Message Templates was missing from Productivity tab, for both CS admin center (left pic) and Omnichannel admin center (right pic)

pastedimage1659364782956v1.pngpastedimage1659364828317v2.png 

Is there an option that I have to activate in order for Message Templates to show?

Is this a feature that has been deprecated?
Is there an alternative? 

Any help would be appreciated. Thanks -John. 

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Create message templates

    Hi Ioannis Karakasidis,

    I didn't find any option to enable this. As a workaround, you could manually add this table to your app.

    Please follow the steps:

    1. Edit your app(Using CS admin center) and add Message table to this app.

    pastedimage1659494702691v1.png

    2. Save and navigate to Site map.

    pastedimage1659494752157v2.png

    3. Add a subarea to Agent experience:

    pastedimage1659494839115v4.png

    4. Save & publish and paly the app.

    Result:

    pastedimage1659494981040v5.png

    pastedimage1659494998365v6.png

  • Ioannis Karakasidis Profile Picture
    Ioannis Karakasidis 22 on at
    RE: Create message templates

    That is why I keep thinking there should be an option which my company have it disabled for some reason.

    I looked again and it is missing (I looked in multiple environments and it is missing from both sandbox and production).

    Do you have any idea if there is an option somewhere to enable this?

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Create message templates

    Hi John,

    I checked my environment and I could find this function.

    In the Omnichannel admin center, it's next to the Sentiment analysis(The last one in your right screenshot):

    pastedimage1659425453790v1.png

    Customer Service Admin Center:

    pastedimage1659425642155v4.png

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