Templates, notifications, and voice reference
Review message templates, approvals, deliveries, phone settings, and in-person interpretation.
Operating value and examples
A template is more than copied text. It is a standard for important customer messages. Approval, variables, and delivery results help teams find branch differences, missing values, and delivery failures.
Example: A reservation confirmation. Use variables for customer name, branch, date, and change link. Test that every variable is filled with a synthetic customer. Review failures, delivered or read status, link errors, and repeated questions after sending.
Example: A phone AI configuration. Test a short booking question, long explanation, interruption, and silence. Compare first response delay, speech cutoffs, agent takeovers, and customer repetitions.
Template types
| Type | Purpose |
|---|---|
| Message | Store repeated customer message content. |
| Prompt | Store AI instructions for a specific task. |
| Dashboard | Store reusable content for operators. |
| Channel notification | Store LINE, WhatsApp, Messenger, AlimTalk, or Kakao brand message formats. |
A template can include placeholders in the ${name} format. Laney replaces them during sending.
Test missing values and the completed sentence. You can also connect a template to one channel account.
Approved messages
Templates that need provider approval have Draft, Pending, Approved, Rejected, or Paused status. Editing an approved body returns it to Draft. Register the edited content and refresh the review result.
The approval status reflects the external provider. After rejection, correct the text, actions, and variable formats. Request review again. The live sending path cannot use an unapproved template.
Delivery records
A delivery has Queued, Sent, Failed, Delivered, or Read status. Some channels do not provide every status. In that case, Laney displays the last confirmed status. For a failure, inspect the error and the final rendered message.
Marketing sends such as Kakao brand messages check customer consent and allowed hours. An approved template still fails when these requirements are not met.
Phone account settings
A phone account stores a phone number and selected AI voice. You can tune interruption sensitivity, end-of-speech detection, and silence duration. Each account also selects its voice response model.
After a change, use the browser voice test when your organization provides it. Test short answers, long explanations, customer interruptions, and silence. The test screen can use a separate address based on your plan and access.
In-person interpretation
When available, the interpretation screen translates a Korean-speaking operator for one customer. Select Japanese, English, Chinese, Vietnamese, Thai, or Spanish as the customer language.
The screen provides a shared microphone, separate listening areas, live transcripts, and translations. It saves the session to the selected customer conversation. Confirm the language and customer first. Explain the recording scope before discussing sensitive information.