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Email Body Is Not Appending Where Cursor Is Placed For Reply To an Inbound Email (Doc ID 1965310.1)

Last updated on NOVEMBER 22, 2019

Applies to:

Siebel eMail Response and Smart Answer Package - Version [IP2013] and later
Information in this document applies to any platform.


In Siebel version [IP2013] navigate to the Communications List and select an inbound email that has been received into Siebel, and click on 'Reply To'.

When editing the email body to send in reply, it is possible to select a greetings template, and a signature template to begin and end the reply.
It is also possible to make multiple selects of a body template.
Each selected body template will be positioned after the greetings template and also after all preceding selected body templates.

It has been requested that the selected template be positioned differently, at the point where the cursor is positioned within the body of the reply before the template is selected.

This request does not accord with bookshelf:

Siebel Email Administration Guide > Using Communications Operations > Process of Managing Email Messages for Siebel Email Response > Using Templates in Outgoing Messages

5. If you want to insert template text for the body of the message:

  1. In the Categories field of the outgoing message form, select the category that applies to the body template
  2. Select the template in the Body field of the outgoing message form.

    The body template text appears after the text for the greeting template. If you enter greeting or body text before you insert the template text for the body of the message, then the body template text appears after the text that you enter.

  3. If necessary, insert other body template text.

    The text for each selected template appears below the text for the previously selected template.

    If you delete the body template text and want to reinsert the same text, then you must reselect the category that applies to the template, and then reselect the template in the Body field.


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