Using a branding Template for Responses in C4C Service

[former_member784619]

Hello,

I am trying to implement a branding template for responses in SAP C4C Service.

Therefore I created a branding template with a placeholder for the text (#Text) and two placeholders for the name of the processing person (#FirstName #LastName).

Then I assigned the template to an email address.

Now when I reply to an incoming service mail, no template appears when replying.

After sending the message the template is visible but the content of the template before the placeholder #Text# is visible in the reply field and the rest of the content that is in the template after #Text# is displayed in the customer's e-mail.

This should not be the case. Everything should be in the reply email.

What do I have to set differently?

I would be very grateful for quick help

Pictures are attached!

[sandeephebbar · Accepted solution]

Hi jehe

I think you are trying to use Response template but you are using Branding template.Branding template: Mainly used to add header and footer or Data protection related text in the end of the email. This will be static and added for the enter text in the response. So it includes the previous emails as well.Response template: Used as a dynamic text like Dear #Customer#, then Text and later the signature part while responding to each emails.

So in case you want to create a response template, then create a template with the type as Response and add this manually using Add template option in the email feeder while replying to customers.Regards,Sandeep