Introduction
Editing Templates is quick and easy, with changes automatically synchronized across all template-dependent devices. However, making major edits to "live" Templates can lead to incomplete or inconsistent content being displayed to users.
To prevent this, a best practice is to prepare content in a separate Template and only copy it to the target Template once all edits are complete.
What content can be updated this way?
YES: Assistant
- Modifying content or structure
- Adding translations
NO: Creation Flows
- Copying Creation Flows will cause existing entities, e.g. tickets, to lose their connections (picture).
Step-by-Step Instructions
1. Duplicate the Template You Want to Edit
- Navigate to TEMPLATES in the side menu.
- Select the Template you want to edit (picture).
- In the top-right corner, click DUPLICATE (picture).
- Confirm by clicking DUPLICATE TEMPLATE in the pop-up window (picture).
- You are now in the details view of the copied Template, labeled "(COPY)" next to the title (picture).
2. Make the Necessary Edits in the Copied Template
- Open the newly created "(COPY)" Template (picture).
- Make all required changes to the Text Assistant or other relevant content.
3. Copy the Updated Content to the Original Template
- Open the "(COPY)" Template (picture).
- Go to the Modules tab (picture).
- Click COPY TO OTHER TEMPLATE in the top-left corner (picture).
- Select only the checkbox next to "Text" (picture).
- Click NEXT.
- From the list, select the original Template as the target (picture).
- In the pop-up window, click COPY MODULES (picture).
4. Fix Broken References in the Text Assistant
Important: References from the Text Assistant to other modules will break!
Thes elements which contain broken references will be highlighted in red with the message: "Has at least one invalid action" displayed at the top of the element.
How to Fix Broken References
- Find the broken elements (highlighted in red).
- Click EDIT to open the element.
- Open the drop down menu of the action button with the missing reference
- Select the correct element from the drop-down list.
- Click SAVE.
✅ This process is fast and can be done in just a few clicks!
5. Delete the Copied Template
- Navigate to TEMPLATES in the side menu.
- Select the "(COPY)" Template (picture).
- In the top-right corner, click DELETE (picture).
- In the pop-up window, enter the title of the Template to confirm.
- Click DELETE TEMPLATE & DEVICES (picture).
Good to Know
- This method ensures content is only updated once fully prepared, avoiding incomplete edits in live environments.
- Template duplication is useful for safely testing and reviewing major changes.
- Be cautious when copying Ticket Creation Flows, as existing tickets will lose their connections.
- After copying the Text Assistant, check for broken references and update them as needed.