Messages
The ‘Messages’ page provides an ability to configure messages that will be shown during IM conversations and (if configured) for agent supervision sessions.
The message configuration is used only for SfB services and can be configured on Services page -> General Information tab.
‘Messages’ page is accessible on Settings -> Service section -> Messages
On clicking a specific message configuration in the list, the user can view its details:
The 'Message' configuration contains the following settings:
Control Name | Description |
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Name | Message configuration name. |
Organization Unit | Select Organization Unit to which the message configuration will be assigned and made available to. |
“Please Hold” Message | The message that the customer will see after he sent an IM message to the service, but the agent has not answered the message yet.
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Description | Enter the description of the message configuration. |
Messages section | |
Final Message to Agent | The message the agent sees if a customer leaves a conversation. |
Final Message to Client | The message a customer sees if the agent leaves a conversation. |
Bridging Message | The message a customer sees when his call is queued. |
“IM Not Supported” Message | The message a customer sees if IM call is not supported. For example if the agent is on a SfB mobile client. |
Outbound Service Messages section | |
Connecting To Destination Message | The message the agent sees when he accepted the Outbound IM Chat, accepted the Outbound Call from the service and is calling the customer.
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Connecting Destination Timeout Message | The message the agent sees when a customer did not answer an outbound call.
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Connecting Destination Retry Message | The message the agent sees when the service tries to reach a customer one more time after the customer did not answer an outbound call.
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Destination Connected Message | The message the agent sees when a customer accepted the outbound call and is connected to the agent.
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Connecting Destination Not Reached Message | The message the agent sees when a customer did not answer an outbound call and the quantity of the configured call retries is finished.
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Visibility section | |
Agent is anonymous for Customer |
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Agent Displayname for Customer | Put parameters to define what agent data the customer will see. |
Supervisor is anonymous for Agent |
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Supervisor Displayname for Customer | Put parameter to define what supervisor data the customer will see in the chat window. |
Supervisor Displayname for Agent | Put parameter to define what supervisor data the customer will see in the chat window. |
Notify Agent if Supervisor is listening |
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Message (for listening mode) | Specify the message that will be displayed to the Agent when Supervisor joins the session in listening mode. |
Notify Agent if Supervisor is whispering |
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Message (for whispering mode) | Specify the message that will be displayed to the Agent when Supervisor joins the session in whispering mode. |
Notify Agent if Supervisor is BargeIn |
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Message (for Bargein mode) | Specify the message that will be displayed to the Agent when Supervisor joins the session in bargein mode. |
Set of parameters | List of Parameters that can be put to the fields described above:
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