Home → Questions →

Echo Template Improvements

• Edit

Sean Reilly

23 Feb, 2015 11:47 PM

I'd like to switch our customer support system back to Tender, but the only roadblock is the just-a-bit-too-simple echo templates.

Are there any plans to improve them? Is there something I could do on my side to improve them such as some javascript hack?

Basically, what I really need is 1) a keyboard shortcut to show the echo templates (which you have) and 2) the ability to quickly select and insert a template using a mini search or autocompletion. Currently we have to look through the big list of templates and click on one, which takes far too long with our volume of messages. If you use Slack, the kind of interface we're looking for is akin to the shortcut window you get when pressing ⌘-K in the Slack app for mac.

TextExpander isn't an option because we have a large number of agents and not all of us are on Macs.

Can you help?

Thanks,
Sean

1. 1 Posted by Julien on 24 Feb, 2015 01:52 AM

   

   Hey Sean,

   It shouldn't be too hard to do. I'm pretty busy at the moment, but I'll take a look at the end of the week or early next week. Ping me if you don't hear back Monday.

   Cheers!

   • Edit

2. 2 Posted by Julien on 04 Mar, 2015 02:17 PM

   

   Hi Sean,

   Just wanted to let you know that I deployed an improvement to Echoes. It is not as advanced as yours, but it's still a step forward. I think eventually we'll need categories for Echoes, just like you did with the ":" trick, but this should definitely ease up the pain for the time being.

   Cheers.

   • Edit

3. 3 Posted by Sean Reilly on 04 Mar, 2015 02:46 PM

   

   Hi Julien,

   Thanks for the update and for acting quickly on this. Please do feel free to incorporate our echoes into Tender. We’d be honoured :)

   Thanks,
   Sean

   • Edit

4. Nicole closed this discussion on 12 Mar, 2015 02:08 PM.