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Customize email messages to patrons

You can customize email messages to your patrons to communicate more effectively with them. For a description of the messages, see Email messages to patrons.

Notes

The From address and the Custom Reply Text are the same in all email messages to patrons. You can change each of them in the Administration module.

You can also control whether information about patron accounts is included in or excluded from messages to your library's patrons. For more information, see Include/exclude patron account information in custom messages.

Customize an email address to your patrons

  1. Log on to QuestionPoint using your administrator authorization number.
  2. If the Administration module is not displayed, select Administration in the Select Service drop-down menu.
  3. On the Create New Librarian Account screen, click Settings.
  4. On the General Settings screen, click Custom Messages.
  5. On the Custom Messages screen, click Edit for the message to patrons that you want to view or customize.
    Available messages
    • New Account
    • New Question
    • Answer
    • Clarification Request
    • New Account from Chat
    • Chat Transcript
  6. Click the Test button to view the current version of the message. The Test E-mail Template for the message appears in a separate window.
  7. View or print the template, note any changes you want to make, and close the template window.
  8. If you want to change the From address, see Notes.
  9. Skip the To address. You cannot change it. QuestionPoint supplies the patron's email address when a message is sent.
  10. Skip the Subject line. You cannot change it.
  11. To change the Greeting:
    • Click Default if you want to use the default greeting.
    • Click Custom and type your greeting in the box if you want to use a custom greeting.

      Notes about custom greetings:
      • Press <Enter> to add line breaks and space between paragraphs.
      • To include the patron's name in your greeting, type [XXXXX] where you want the name to appear. Be sure to include five uppercase Xs in brackets.
      • Your greeting can contain up to 2048 bytes of data (about 250 words).
      • If you want no greeting, click Custom and delete any text in the box.
      • Be sure to read the message that follows the greeting to determine if you want to refer to it in your greeting.
  12. Skip the Message section. You cannot change it.
  13. To change the Additional Text:
    • Click Default if you want to use the default additional text. For some messages, there is no default additional text.
    • Click Custom and type your additional text in the box if you want to provide any.

      Notes about additional text:
      • Press <Enter> to add line breaks and space between paragraphs.
      • You cannot include the patron's name in additional text.
      • Your additional text can contain up to 2048 bytes of data (about 250 words).
      • If you want no additional text, click Custom and delete any text in the box.
  14. If you want to change the Custom Reply Text, see Notes.
  15. Click Save. QuestionPoint acknowledges that your changes have been saved.
  16. Click Test to view the new version of the message. The Test E-mail Template for the message appears in a separate window.
  17. View or print the template, note any further changes you want to make, and close the template window.
  18. If further changes are needed, repeat steps 11-17. Otherwise, go to step 19.
  19. If you want to customize another email message to patrons, repeat steps 4-18.
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