‘Text Templates’ is a central repository of translations which can be used in any entity that serves content to end-users, such as ‘In-app SDK Greeting Message’, ‘Web Chat Widget Title’, ‘Web Chat Greeting Message’, ‘Web Chat Resolution Question’, ‘Web Chat CSAT’ etc.

Helpshift allows Administrators and Supervisors to provide translations for the ‘Text Templates’ by using:

  • Helpshift Dashboard
  • CSV upload

To create a new Text Template from the Dashboard:

  1. Navigate to Settings > WorkFlows > Text Templates. The Text Templates page appears and displays the following:
    1. Folders: Text Templates are created within Folders and are useful to organize them.
    2. Text Templates: This is a list of all the translations in the form of Text Templates.
  2. Click the ‘New Folder’ button to create a new folder for the Text Templates. Enter the folder name and click Save. For more details, see How do I edit/ delete a Folder?
    Note:     You can create a Text Template only if a folder exists.
  3. Under the Folder List, select the folder you want to create the Text Template in and click the ‘+New Template’ button. The Create Text Template modal will appear.
  4. In the ‘Create Text Template’ modal,
    1. Enter the Title and if you want to change the Folder, then select the suitable Folder from the drop-down.
    2. Click the ‘+Default Content’ button to select the default language and add text in the Text box.
    3. Click the ‘+Translation’ button to select the language you prefer for the content translation and add text in the Text box.
  5. Click Save.
  6. You can view the new Text Template under the Text Templates List. It displays the ‘Content ‘ in default language along with the number of translations.
    Note: Admins/Supervisors can create multiple text templates within a single folder. For more details, see How do I manage Text Templates?

To Create/Update a Text Template via CSV Upload:

  1. For creating a Text Template, export the Text Template as CSV to get the exact format of the CSV file and perform the following:
    1. Leave the Template ID blank.
    2. Enter the Folder name. It should match exactly with an existing folder.
    3. Add default language
    4. Add content in the default language
    5. Optionally, you can also add content in other languages
  2. For updating a Text Template, export the Text Template as CSV to get the exact format of the CSV file and perform the following:
    1. Do not change the Template ID. It should match with an existing Template ID.
    2. Enter the Folder name. It should match exactly with an existing folder.
    3. Add default language
    4. Add content in the default language
    5. Optionally, you can also add content in other languages
  3. On the main header, click the gear icon ⚙️next to the Search bar and select the ‘Create/Update Text Templates via CSV Upload’ option.
  4. The ‘Create/Update Text Templates via CSV Upload ‘modal appears. Click the Select File button to create and upload Text templates in.CSV format
    Note: Helpshift recommends you to download the existing templates as a backup. Click the Download Existing Text Templates button to download. For more details, click on the link Learn how to update Text Templates via CSV’. 
  5. Click the ‘Verify Changes’ button to view the summary of changes made to the CSV file and the errors (if any).
  6. Click the ‘Confirm Update’ button to confirm all the changes. All the new Text Templates and Folders are created /updated successfully.
  7. In case of an error, Helpshift suggests you to fix the error and click the ‘Re-Upload’ button. It will take you to the Create/Update Text Templates via CSV Upload modal again.
  8. Repeat the above steps to upload the CSV file successfully.

To export a Text Template via CSV Upload:

  1. On the main header, click the gear icon (⚙️), next to the Search bar and and select the ‘Export Text Templates as CSV’ option.
  2. The Export Text Templates as CSV modal appears. Admins can select the suitable option to download the existing templates.
    Note: By default, the ‘Export all Text Templates’ option will be selected.

  3. Click the ‘Export’ Button. It downloads all the Text Templates that exists under the selected option.

Permission Settings

Administrators can optionally grant Supervisors the permission to create and manage Text Templates.

To grant access,

  1. Click the ‘Settings’ icon on the Dashboard.
  2. Navigate to ‘Permissions’ under Organization.
  3. In the Feature Access table, you can enable or disable Supervisors access by turning the toggle on.
    Once Supervisors have access, they will see ‘Text Templates’ on the Dashboard.

Text Templates in Custom Bots

Text Templates can be used in Custom Bots. Refer to Localization of Custom Bots for details.