Response Templates
Pre-approved templates ensure consistent messaging across locations.
Tone Guidelines
Define the voice and tone for customer communications.
Visual Standards
Consistent branding in email signatures and portals.
Compliance Checks
Flag responses that deviate from brand guidelines.
Response Templates
Pre-approved templates for consistent customer communication.
Greeting
Template"Hi {{customer_name}}, thank you for reaching out to {{location_name}}! I'm happy to help you today."
Closing
Template"Is there anything else I can help you with? We appreciate your business!"
Escalation
Template"I'm escalating this to our specialist team who will be in touch within 24 hours."
Template Management
Manage brand templates via API.
Create Template
POST /v1/templates
{
"name": "Greeting",
"content": "Hi {{customer_name}}, thank you for reaching out!",
"category": "opening",
"required": true,
"workspaces": ["all"]
}Define Tone Guidelines
PUT /v1/brand-guidelines
{
"tone": {
"style": "friendly_professional",
"avoid": ["slang", "jargon", "negative_language"],
"encourage": ["empathy", "action_words", "gratitude"]
},
"formatting": {
"greeting_required": true,
"signature_required": true,
"max_response_length": 500
}
}Compliance Webhook
Get notified when responses may violate guidelines:
// Webhook payload for guideline violations
{
"event": "compliance.warning",
"ticket_id": "tkt_xxx",
"workspace": "ws_miami",
"issues": [
"Missing greeting template",
"Response exceeds max length"
]
}