Reply Templates

Every reply sent from an email address connected to OpenCX, whether the AI or a teammate wrote it, is wrapped in that address’s HTML template. The template is also where the signature goes: its variables fill in the teammate who replied, so each agent signs their own emails from one shared layout.

Where to edit it

Template: open the address under Channels → Email. The editor lists every variable and previews the result with sample values. You can also ask the Companion to write it, or use the email channels API.
Each teammate’s job title: set by the teammate in Settings → My Profile, or by an admin from the edit dialog on the Members page.

Without a custom template, OpenCX uses a simple default layout.

Variables

Variable	Value
`{{content}}`	Required. The reply itself
`{{agent_name}}`	The teammate who replied (or the session’s assignee). Their alias when one is set
`{{agent_title}}`	That teammate’s job title
`{{agent_email}}`	That teammate’s email address. Empty when an alias is set, so the alias isn’t unmasked. Showing agents’ first names only does not hide it
`{{ticket_number}}`	The session’s ticket number
`{{zendesk_ticket_id}}`	The linked Zendesk ticket ID; empty without one
`{{session.language}}`	The session’s language code, such as `en` or `ar`
`{{quoted_content}}`	The earlier messages, quoted. Adding it turns inline history on

The agent_* variables are empty while only the AI has handled a session. Wrap a personal sign-off in a condition, or AI replies will end with a blank name line.

Sign each reply as the agent

<div>{{content}}</div>
{{#if agent_name}}
  <p>
    <strong>{{agent_name}}</strong>
    {{#if agent_title}}<br />{{agent_title}}{{/if}}
    {{#if agent_email}}<br /><a href="mailto:{{agent_email}}">{{agent_email}}</a>{{/if}}
  </p>
{{else}}
  <p>The Support Team</p>
{{/if}}

Conditions support {{#if …}}, {{elseif …}}, {{else}} and {{/if}}, with ==, !=, &&, || and !, for example {{#if session.language == "ar"}}.

Tips

Use tables and inline style attributes for layout; many mail clients ignore <style> blocks.
Host logos and images at a public URL rather than embedding them; many mail clients block embedded images.
Saving a template applies to the next reply from that address. Send yourself a test reply to check it in a real mail client.

Overview

AI Chat Widget

AI X (Twitter) Support

AI App Review Support

AI WhatsApp Support

AI SMS Support

Phone & Telephony

AI Email Support

AI Actions

Resources

Where to edit it

Variables

Sign each reply as the agent

Tips

​Where to edit it

​Variables

​Sign each reply as the agent

​Tips

Where to edit it

Variables

Sign each reply as the agent

Tips