Change a published feed template

A publishedPublish Making a template or item final so it can be used or seen; a published template can't be edited, only copied. feed template can't be edited or unpublished. To change one, duplicate it, change and publish the copy, move your automations onto the copy, then delete the old one.

1. 1

   Duplicate the template

   In Library › Feed Templates, choose Duplicate Post on the template's row. The copy is added at the end of the list, unpublished, with -duplicate after its title, such as Welcome to Case-duplicate. Its message, files and roles come with it.

2. 2

   Change the copy

   Choose Edit Post on the copy. Change its Title, its Post Message and the files under Post Media, writing in the language set on your profile. Keep Bots ticked in Who can use this template?, so your automations can use it. Choose SAVE.

3. 3

   Publish the copy

   When the copy's Status reads Ready, switch on Published. If it reads Processing, its files are still being copied: reload the page after a moment.

4. 4

   Move your automations over

   Under Automation, find each rule that uses the old template and choose the copy instead:

   • Bootstrap Cases: the Templates column lists each rule's templates. Choose Edit bootstrap rule and swap the copy in under Add posts.
   • Idle Cases and Birthday Users: the Post Template column shows each rule's template. Choose Edit idle rule or Edit birthday rule on the rule and pick the copy under Post template.
   • Milestone: the Feed template column shows each automation's template. Choose Edit on the automation and pick the copy under Feed template.

   Choose Save after each change.

5. 5

   Delete the old template

   Back in Feed Templates, choose Delete Post on the old template, then Delete.

What happens next

Staff pick the copy from Template when they post on a case, and your automations post it from now on. Posts already added from the old template stay on their cases as they are.

If something goes wrong

• "This template is used by an automation. Remove it from the automation first, then delete it." An automation still uses the old template. The message doesn't say which, so check each tab under Automation, Milestone included.
• The copy isn't in an automation's list. Publish it, and keep Bots in its Who can use this template?. See Fix a template that's missing from an automation.
• Status reads Failed. One of the copy's files couldn't be copied. Choose Edit Post, remove the file with ×, add it again and choose SAVE.