Why isn't 'Message Templates' displaying in my navigation set?
Oracle Service Cloud, Message Templates
November 2012 and newer versions
The message templates cannot be edited without enabling the Message Templates feature. In order to use the feature, you will need to enable the MESSAGE_TEMPLATES_ENABLED configuration setting. In order to enable the MESSAGE_TEMPLATES_ENABLED configuration setting, go to Configuration > Site Configuration > Configuration Settings > RightNow Common > Message Templates > General. You will also need to select the option in the Administration tab of the profile permissions.
Important note: Once this functionality is enabled, you are unable to disable the functionality again.
In order to add Message Templates to your navigation list, you can open your navigation set and follow the detailed steps provided below:
1. On the right side, click on Configuration and Service.
2. On the left side, expand Components.
3. Click the 'Find in List' link, and search for 'Message Templates'.
4. Click the Add button.
5. Click Save.
You should now be able to see 'Message Templates' listed in the menu items of your navigation set. Please note, you might need to log out and back into the CX application to reflect the changes.
If your profile also allows you to customize your navigation set, you can also add the 'Message Templates' menu item to your navigation set by clicking on the 'Customize List' link, and following the detailed steps provided in the answer link below.
For additional information, refer to the 'Message Templates Overview' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.