You have new messages:
{{ else }}Dear {{ .Recipient.FirstName }},
{{ end }} {{ if .IsAIComposed }}This reply was composed by an AI assistant.
{{ end }} ``` ### Template functions These work in any template, alongside the variables above. | Function | Value | | ------------------------- | --------------------------------------------------------------------------------------------------------------------------------- | | `{{ RootURL }}` | Root URL of the Libredesk instance, set under **Admin → General** | | `{{ SiteName }}` | Site name, set under **Admin → General** | | `{{ LogoURL }}` | URL of the uploaded logo | | `{{ FaviconURL }}` | URL of the uploaded favicon | | `{{ Date "2006-01-02" }}` | Current date and time, formatted with a [Go layout](https://pkg.go.dev/time#pkg-constants). `{{ Date "" }}` uses the ANSIC layout | ### Using variables in replies and private notes The same expressions work when an agent types them in the reply editor or a private note, and in macros. Libredesk replaces them when the message is saved, so the agent sees the final text right away. ## Example outgoing email template` and `
` to control spacing and line breaks. Plain text without HTML tags renders without line breaks.
Dear {{ .Recipient.FirstName }},
{{ template "content" . }}Best regards,
{{ .Author.FullName }}
Reference: {{ .Conversation.ReferenceNumber }}
{{ if .IsAIComposed }}This reply was composed by an AI assistant.
{{ end }} ``` ### How the template wraps a message The template wraps every message an agent sends. Whatever the agent types in the editor goes where `{{ template "content" . }}` sits. So if the template already opens with "Dear `{{ .Recipient.FirstName }}`" and closes with "Best regards, `{{ .Author.FullName }}`", agents should write neither a greeting nor a sign-off. They write only the body. #### Correct usage **Message written in text editor:** ``` Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed. ``` **Email received by customer:** ``` Dear John, Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed. Best regards, Sarah Smith --- Reference: TKT-2024-001 ``` #### Duplicated greeting and sign-off **Message written in text editor:** ``` Hello John, Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed. Best regards, Sarah ``` **Email received by customer (with unwanted duplication):** ``` Dear John, Hello John, Thank you for contacting us. I've reviewed your account and can confirm that your refund has been processed. Best regards, Sarah Best regards, Sarah Smith --- Reference: TKT-2024-001 ``` ### Other template shapes A template with no greeting means agents write their own. A template that is only the content placeholder means agents write the whole email, greeting and sign-off included. Read the active template before deciding what to write. ## Email notification templates Edit these under **Admin → Templates → Email notification templates**. The default outgoing email template wraps each one, and the subject line takes the same expressions as the body. The first three go to agents, so `{{ .Recipient.* }}` is the agent being notified and author fields are empty. The CSAT request goes to the contact, as a normal reply in the conversation. Each template has its own variables: | Template | Variables | | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Conversation assigned | Conversation, Contact, Recipient | | Mentioned in conversation | Conversation, Recipient, `{{ .MentionedBy.FirstName }}`, `{{ .MentionedBy.LastName }}`, `{{ .MentionedBy.FullName }}`, `{{ .MentionedBy.Email }}`, `{{ .Message.Content }}` (the private note), `{{ .Message.UUID }}` | | SLA breach warning, SLA breached | Conversation (`{{ .Conversation.Priority }}` is empty here), Recipient, `{{ .SLA.Metric }}` (First response, Resolution, or Next response), `{{ .SLA.DueIn }}` (time left, for the warning email), `{{ .SLA.OverdueBy }}` (time past the deadline, for the breach email) | | CSAT request | Everything an outgoing email gets (Conversation, Contact, Recipient, Author, `{{ .IsAIComposed }}`), plus `{{ .CSATLink }}` (rating page URL, append `?rating=1` to `?rating=5` for one-click rating) and `{{ .CSATUUID }}` |