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When using an AI Agent and the conversation goes inactive, how do I update the template that is used for that email?

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Siobhan

Publication le 12 mars 2025

I've searched everywhere and cannot find this. 

I know how to update the email template for the Email channel. 

I am looking for the email template that is used when a Messaging conversation changes to Inactive. 

I want to change the subject line.  Also, I want to add some text like “You can reply via email or via the message bubble.” 

I can'f figure out how to do this under Messaging Triggers. 

When I check under the regular Triggers, I don't see a placeholder to add in the conversation to the Notify Via Email action. 

Here is the email I am referring to: 

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    Francis Casino

    Zendesk Customer Care

    Hello Siobhan,
     
    I hope you're having a wonderful day! I noticed that you've already opened a ticket for this concern. We'll be sure to keep you updated through that channel. To keep things clear and avoid any mix-ups, let's continue our conversation through the ticket you created just for this topic.

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