If you're a Diamond-level customer, you can create and edit templates for callback phishing, including email templates, greeting templates, and response templates. You can then use these templates in callback phishing campaigns to test your users.

Creating and Editing Email Templates

In your KnowBe4 console, you can create and edit callback phishing email templates. These templates will prompt your users to call the callback phone number.

To create or edit an email template, follow the steps below:

1. In your KnowBe4 console, navigate to Phishing > Callback Phishing.
2. Select the Email Templates subtab, then click My Templates.
3. To create a new template, click the + Create Email Template button. To edit an existing template, click the name of that template. When you click the button or template name, the template editor will open.
4. Customize the settings for your new or existing template. For more information about the fields in the template editor, see the screenshot and list below: 
   1. Language (Optional): From this drop-down menu, select the language for your template.
   2. Template Name (Optional): You can enter a name for your email template. This name will not be visible to your users. If you don't enter a name here, the text that you enter in the Subject field below will be used instead.
   3. Sender's Email Address: Enter the sender's email address that users will see in the email.
   4. Sender's Name (Optional): You can enter the sender's name that users will see in the email.
   5. Subject: Enter the subject line that users will see in their inboxes.
   6. Source (Optional): You can click this button to switch to a source code view. If you're familiar with HTML, you can use it to create the template.
   7. Callback Phone Number: Use this placeholder to populate a system-generated phone number for your users to call.
   8. Callback Code: Use this placeholder to populate the callback code for your users to enter.
   9. Image (Optional): You can click this icon to open the image editor. If you resize the image, make sure to edit the width and height using the style tag. You can also add alternative text to the image for accessibility.
      Important:You can only use externally hosted images, which means that you must insert a publicly available URL into the URL field after clicking the button. For more information about externally hosted images, see the Why Can’t I Upload Images to Callback Phishing Email Templates? section of this article.
   10. Body: Enter the text you want to display in your email template. You can use the options in the What You See Is What You Get (WYSIWYG) editor to customize your template with tables, lines, and more.
   11. Greeting Template: From this drop-down menu, select the greeting template your users will hear if they call the callback phone number.
   12. Greeting Translation: From this drop-down menu, select the translation for your greeting template. If your selected greeting template only has one available language, this setting will default to that language.
   13. Response Template: From this drop-down menu, select the response template your users will hear if they enter the callback code.
   14. Response Translation: From this drop-down menu, select the translation for your response template. If your selected response template only has one available language, this setting will default to that language.
       Important:If you want to select a custom greeting template or response template, you’ll need to create them first. For more information, see the Creating and Editing Greeting Templates and Creating and Editing Response Templates sections below.
   15. Difficulty Rating (Optional): You can assign a difficulty rating to your email template. This rating is based on a scale of one to five stars, with one being the least difficult and five being the most difficult.
   
5. Click Save to save your email template.

Creating and Editing Greeting Templates

In your KnowBe4 console, you can create and edit callback phishing greeting templates. These templates are audio messages that greet your users and prompt them to enter the callback code. You can upload audio files up to 20 MB in size in .mp3, .wav or .m4a formats

To create or edit a greeting template, follow the steps below:

1. In your KnowBe4 console, navigate to Phishing > Callback Phishing.
2. Select the Greeting Templates subtab, and then click My Templates.
3. To create a new template, click the + Create Greeting Template button. To edit an existing template, click the name of that template. When you click the button or template name, the template editor will open.
4. Customize the settings for your new or existing template. For more information about the fields in the template editor, see the screenshot and list below:
   1. Language: From this drop-down menu, select the language for your greeting template.
   2. Persona: From this drop-down menu, select the auto-generated voice for your greeting template. This voice will be used to read the text-to-speech messages that you enter below unless you upload custom audio files.
   3. Template Name: Enter a name for your greeting template.
   4. Greeting Message: Enter the text-to-speech message that will greet your users when they call the callback phone number. This is a required field. Optionally, you can also upload a custom audio file.
   5. Preview (Optional): You can click the play button to preview your audio message.
   6. Callback Code Prompt: Enter the text-to-speech message that will prompt users to enter the callback code. This is a required field. Optionally, you can also upload a custom audio file.
   7. Incorrect Callback Code Message: Enter the text-to-speech message that will play when users enter an incorrect callback code. This is a required field. Optionally, you can also upload a custom audio file.
   8. Error Message: Enter the text-to-speech message that will play if an error occurs. This is a required field. Optionally, you can also upload a custom audio file.
   
5. Click Save to save your greeting template.

Creating and Editing Response Templates

In your KnowBe4 console, you can create and edit callback phishing response templates. These templates are audio messages that will prompt your users to enter the secondary callback code, or personal information. For example, these templates could prompt your users to enter the last four digits of their credit card numbers. You can upload audio files up to 20 MB in size in .mp3, .wav or .m4a formats

To create or edit a response template, follow the steps below:

1. In your KnowBe4 console, navigate to Phishing > Callback Phishing.
2. Select the Response Templates subtab, then click My Templates.
3. To create a new template, click the + Create Response Template button. To edit an existing template, click the name of that template. When you click the button or template name, the template editor will open.
4. Customize the settings for your new or existing template. For more information about the fields in the template editor, see the screenshot and list below:
   1. Language: From this drop-down menu, select the language for your response template.
   2. Persona: From this drop-down menu, select the auto-generated voice for your response template. This voice will be used to read the text-to-speech messages that you enter below unless you upload custom audio files.
   3. Template Name: Enter a name for your response template.
   4. Secondary Callback Code Length: From this drop-down menu, select the number of digits for the secondary callback code. For example, if your callback phishing test prompts users to enter the last four digits of their credit card numbers, you could select 4.
   5. Correct Callback Code Message: Enter the text-to-speech message that will play when users enter the callback code from the email. This is a required field. Optionally, you can also upload a custom audio file.
   6. Preview (Optional): You can click the play button to preview your audio message.
   7. Secondary Callback Code Prompt: Enter the text-to-speech message that will prompt your users to enter personal information. This is a required field. Optionally, you can also upload a custom audio file.
   8. Incorrect Secondary Callback Code Message: Enter the text-speech message that will play if users enter the wrong number of digits for a secondary callback code. This is a required field. Optionally, you can also upload a custom audio file.
   9. Correct Secondary Callback Code Message: Enter the text-to-speech message that will play if users enter the correct number of digits for a secondary callback code. This is a required field. Optionally, you can also upload a custom audio file.
   10. Goodbye Message: Enter the text-to-speech message that will play when the phone call is ending. This message can let users know they failed a callback phishing test, or it can just say goodbye. This is a required field. Optionally, you can also upload a custom audio file.
   
5. Click Save to save your response template.

Using Topics

Before you can use custom greeting templates or response templates in a callback phishing campaign, you’ll need to add them to a topic. Topics are the category or type for your callback phishing campaign, such as fake shipping notifications. To create a topic and add a template to it, follow the steps below:

1. In your KnowBe4 console, navigate to Phishing > Callback Phishing.
2. Select the Greeting Templates subtab or the Response Templates subtab, depending on the template type.
3. Select My Templates.
4. Click Manage Topics in the top-right corner of the page.
5. Click Add.
6. Enter a name for your topic.
7. Click Save.
8. Click Close.
9. Select the check box next to the template you want to add to the topic.
10. From the Select Topic drop-down menu, select the topic you just created.
11. Click Add.

Limitations on Uploading Your Own Images

Out of our respect for your intellectual property rights, we take steps to minimize the need for you to reproduce your copyrighted works to display them in your templates. Instead of embedding your images or uploading your images for us to host, using the linking method serves two mutually beneficial purposes. First, we provide a means for you to make more realistic templates that may help preserve the integrity and proportions of the your images that you add to your templates. Second, linking your images decreases the amount of content you have to share with us to achieve the same outcome as uploading your images to the console.