System Administrators can create response templates that General Users can use when creating appointments and emails, such as acknowledgements, terminations, and case closure notices. You can create and manage these templates from the Standard Response page in the Data tab. For details on using standard responses when creating appointments and emails, see the Add an Appointment and Send an Email in Case IQ articles. 

Add a Standard Response

To add a new response template, click the Add Standard Response button. The New Standard Response form will be loaded. See a description of each form field in the list below:

1. List Sequence: if you have multiple standard responses, you can set the order that they should be displayed in the application using a numerical value in the “List Sequence” field. By default, the standard response options will be ordered alphanumerically. 
2. Locale: indicate the language of the response.
3. Response Name: type in the text to display in the Standard Response dropdown menu for General Users.
4. Response Distribution: create the content or body text of the standard response for an email or appointment. Use the text formatting options as needed. You can include case fields in the Response Distribution, which the system will populate with information from the email's or appointment's case (see the next section, Add Case Fields to a Standard Response, for details).

Add Case Fields to a Standard Response

You can include case field data in a standard response, so that standard responses contain information relevant to the email's or appointment's case. "Tags" are placeholder text that Case IQ will recognize and replace with contextual information when the email or appointment is sent. You can include any case field tag in a standard response's "Response Distribution" field. To add a case field to your standard response:

1. Find the case field tag for which you want to include in a standard response in the Static Field Glossary. For example, the tag for the "Created By" field is "createdBy".
2. The system can only read tags in the following format: {case.field name tag}. In the standard response's "Response Distribution" field, type "{case." before the tag and "}" after it without spaces, i.e. {case.field name tag}
   1. For example, you can enter "{case.createdBy}" in the "Response Distribution" text to populate the name of the user who created the case. 
3. Save the standard response. When a user creates an email or appointment using a standard response, the system will now populate case field data in place of the tag.

In the following video clip, we add the "Primary Party Name" tag, {case.primaryPartyId__partyName}, to a standard response.

Edit a Standard Response

System Administrators can update a standard response at any time from the standard response's page:

1. Click the Edit button. 
2. The standard response's page will now be in edit mode. Use the text boxes and dropdown menus to update the information in the standard response form fields. 
3. When you have completed your changes, click the Save button.

Delete a Standard Response

If you need to permanently remove a standard response, you can delete it from the standard response's page directly. Click the Delete button at the top right of the page.