Changing the Look and Feel of Replies

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The Default Template provides a standard template for all outgoing emails. The template is designed to keep your interactions with your customer organized and neat — replies to your customer are threaded in order with your most recent response at the top. Here's what it looks like:

Customizing your Reply Theme

Available Templates & Tools

To provide you with more options, the team have built a new Reply Theme Gallery, giving you more options to choose from out of the box. Just visit the gallery, choose your theme and grab the code directly from the gallery. For even further customization, we suggest using our Reply Theme Editor, which will allow you to add your company branding to our Clean and Concise design with just a few clicks. Each of these tools provides you with instructions on how to quickly add these new templates to your site.

Further Customization
*proficiency in HTML and CSS is required

You can also transform any of our standard templates using a combination of HTML, CSS and Liquid.

In order to edit and style your template, you will need to login to your admin panel and navigate to Channels —> Email —> Reply Themes, then click + Add Theme. (If you cannot see this button, you will need to request access from your Administrator).

Immediately after clicking + Add Theme, you will be prompted to give the new template a name, and then directed to the template editor where you can edit or paste in the HTML and plaintext versions of your email. The editor looks like this:

Here you have a choice to edit and make changes to the current Default theme, copy in one of our other templates or add your own fully built template to the HTML Body section.

Set the new Reply Theme as the Default

Now that you have created your own customized Reply Theme, don't forget to set it as the default to see it in action when you reply to a new case.

Note: Make sure your Outbound Interaction rules are not overwriting the Default by setting another theme as the standard response Reply Theme.


Create an Outbound Interaction Rule to Set the Reply Theme

Alternatively, if you have multiple themes for different brands or workflows, you can create an Outbound Interaction rule to Set the Reply Theme. Navigate to Cases --> Rules --> Outbound Interaction, then click Add Rule.

Give the new rule a name and select Email as the Interaction Type. In the next window, under Rule Actions, click Add Action and select Set Email Reply Theme, followed by the name of the theme you just created. You can add your own conditions for this rule to trigger then finally, don't forget to Enable the rule and hit Update.


Testing your new Reply Theme

To test how your Reply Theme is displaying, create the above Outbound Interaction Rule with a simple All Condition stating “Email To contains [your email address]” - adding the email address you are using for testing purposes. Now send in a test case to your site, using your testing email address. Now respond to your test case via Desk. The rule will now ensure that when this response is sent out of Desk to your test case, the new reply theme will be used. You can work within this one test case while you make edits and changes to your Reply Theme and these changes will present in your responses.

Further Resources

Reply Theme Gallery & Code
List of Liquid Variables
Reply Theme Editor Tool