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Live Agent allows customization of email notifications. To customize the email notifications, follow the instructions below. To update the content, you have to add a new template in the Database, here is how you can do it.

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1. Log in to the Rails Console

Attach a shell to the main Live Agent pod and run the following command: 
RAILS_ENV=production bundle exec rails console

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2. Create a new Email Template

Run the following commands: 
email_template = EmailTemplate.new
email_template.name = 'conversation_assignment' # Accepts conversation_assignment, conversation_creation
email_template.body = '// Enter your content'
email_template.save!

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Variables

The template can receive 3 variables:
  1. user - Use {{ user.name }} to get the username.
  2. conversation - Use {{ conversation.display_id }} to get the conversation ID
  3. action_url - This is the URL for the conversation.

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Default content

The default content of the above template is shown below.

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1. Conversation Assignment

<p>Hi {{user.available_name}},</p>
<p>A new conversation has been assigned to you</p>
<p> Click <a href="{{action_url}}">here</a> to get cracking.</p>

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2. Conversation Creation

<p>Hi {{user.available_name}}</p>

<p>A new conversation has been created in {{ inbox.name }}</p>
<p>
Click <a href="{{ action_url }}">here</a> to get cracking.
</p>
Liquid templating engine is used internally, which means that all valid operators can also be used.