9bx Connect
Events & templates and Quick templates
Choose which automatic messages go out, on which channels and with what text, and keep ready-made texts for agents.
Contents
- What it is for
- Who can use it
- Where to find it
- Events and templates
- Quick templates
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
9bx sends many messages by itself: a ticket is opened, a call is missed, a payment is due. This page lets you switch each one on or off, choose channels, and edit the text.
Who can use it
- Events & templates: Events manage permission. Without it you can see the settings but not change them.
- Quick templates: Templates manage permission.
You need at least one working provider for each channel you turn on, see Providers.
Where to find it
Chat & Messaging → Chat settings → Messaging → Events & templates and Quick templates
Events and templates
Events are grouped by area: Tickets, Calls, CRM, Billing, Security, Sign-in, Customer page, Phone system, Platform, Broadcasts and others.
| Item | Meaning |
|---|---|
| Search | Finds an event. |
| SMS and WhatsApp choice | Don't send, SMS only, WhatsApp only, Both (or All channels), or one then the other ("SMS, then WhatsApp after N min" if not delivered). |
| Email, Push switches | Separate on/off switches per event. |
| Required | A required message cannot be switched off. |
| "Not sent at the moment." | No working channel for this event. |
| Built-in text / Customize / Edit / View | See or change the text for a channel. |
Template editor
| Field | Meaning |
|---|---|
| Languages, + Language | One text per language. The recipient gets theirs, or the default language. |
| Subject | Email only. |
| Plain text, HTML | HTML is optional. Without it, plain text is sent with your brand. |
| Insert a variable | Adds placeholders such as the customer name. Unknown variables block saving. |
| Preview, With sample data | Shows the result. |
| Send me a test | Sends to you. Needs a provider on that channel. |
| Default for this event, Active | Which template the event uses, and on or off. |
| WhatsApp approved template, Link approved template | Outside WhatsApp's 24-hour window only approved templates deliver. Link one so this message always gets through. |
Quick templates
Ready-made texts agents pick in the New message window.
| Item | Meaning |
|---|---|
| New quick template | Opens the editor. "No quick templates yet" until you add one. |
| Search templates | Finds by name. |
| Name, languages, Text, Active | As in the editor above. |
Example scenario
Padma Net Support sets "Ticket opened" to SMS only and email on. The built-in text is replaced with: "Hello {name}, your ticket {ticket_no} was received. We will reply within 4 hours." For "Payment due" they choose SMS, then WhatsApp if not delivered within 10 minutes.
Tips
- Keep SMS short. Every extra segment costs more.
- Use the same wording in both languages.
Troubleshooting
Cannot save the template. Remove unknown variables it lists.
Message not sent. See "Not sent at the moment" and check Providers.