Click the 
create a new entry icon and
enter the following information:
Email templates for KANA Direct campaign email are created in Content Administration. These templates are similar to existing Response templates and phrases, and may contain merge fields or attachments. Currently, KANA Direct only supports the following merge fields for email templates: first name, last name, full name, email address.
Click the
create a new entry icon and
enter the following information:
Name of the campaign
Description of the campaign
Subject of the campaign. This appears in the subject line of the campaign email.
Department of the campaign.
Email Text to create the body of the campaign message.
Use the text editing tools to compose and edit the text.
Under Assignments, click Edit to add an attachment.
Select the attachment from the list of those available and click OK. The attachment must exist on the Response server. For example:
C:\Program Files\KANA\Response Server\shareddir\part_default\
Read Attachments for more information on handling attachments in Response.
Under Assignments, click View to open and view the attachment.
Under Assignments, click Remove to delete the attachment from Email Template.
Click the 
save the changes to this entry
icon to save the template.