The "Messages" page allows you to configure situational messages that will be shown during IM conversations at certain trigger points and - if configured -  during Agent Session Supervision (via Frontend).

Message configuration details

The "Messages" page contains the following settings and properties:

Control NameDescription

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.

(lightbulb)  If you fill the message with the value "(8) (8) (8)" the Customer will see ♫ ♫ ♫ Icons in chat. → Visit the Skype Support page for a full list of SfB emoticons.

Description

A description of the message configuration.

(lightbulb) Not shown in conversations.

Messages section

Final Message to Agent

The message the Agent sees if a Customer leaves the conversation.

Final Message to Client

The message a Customer sees if the Agent leaves the 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.

Commands section
IM Terminate Command

Used as text command in SfB client to terminate a session directly. Both customer and agent can use this command.

(warning) You may remap this command, but keep in mind that SfB uses commands as well. → See source.

(info) After using the terminate command both customer and agent get the final message as configured in the "Messages" section.

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.

(tick) Precondition: The culture of the message should correspond to the service culture.

Connecting Destination Timeout Message

The message the Agent sees when a Customer did not answer an outbound call.

(tick) Precondition: The culture of the message should correspond to the service culture.

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.

(tick) Precondition: The culture of the message should correspond to the service culture.

Destination Connected Message

The message the Agent sees when a Customer accepted the outbound call and is connected to the Agent.

(tick) Precondition: The culture of the message should correspond to the service culture.

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.

(tick) Precondition: The culture of the message should correspond to the service culture.

Visibility section

Agent is Anonymous for Customer

Enable to make any Agent appear as Anonymous to the Customer.

(info) Disables the "Agent Display Name" for customer field.

Agent Displayname for Customer

Defines what data the Customer will see. You can define static text and / or parameters.

(lightbulb) Click on the parameters list at the "Parameters" list to insert the parameter at your cursor position.

Supervisor is Anonymous for Agent

Enable to make the Supervisor appear Anonymous for the Agent.

Supervisor Displayname for Customer

Defines what Supervisor name the Customer will see in the chat window.

Supervisor Displayname for Agent

Defines what Supervisor name the Agent will see in the chat window.

Notify Agent if Supervisor is listening

(info) see below

Enable to let Agents know when a Supervisor joins the conversation in "Listening" mode.

Message (for listening mode)

(info) see below

Specify the message that will be displayed to the Agent when a Supervisor joins the session in "Listening" mode.

Notify Agent if Supervisor is whispering

(info) see below

Enable to let an Agent know when a Supervisor joins the conversation in "Whispering" mode.

Message (for whispering mode)

(info) see below

Define the message to display for the Agent when a Supervisor joins the session in "Whispering" mode.

Notify Agent if Supervisor is BargeIn

(info) see below

Enable to notify the Agent when a Supervisor joins the conversation in the "Barge In" mode.

Message (for BargeIn mode)

(info) see below

Specify the message that will be displayed to the Agent when Supervisor joins the session in "Barge In" mode.

Set of parameters

List of Parameters that can be put to the fields described above:

  • %AgentDisplayName%
  • %AgentFirstName%
  • %AgentLastName%
  • %AgentSipUri%
  • %ServiceDisplayName%
  • %ServiceSipUri%
  • %ServiceTelNumber%
  • %SupervisorDisplayName%
  • %SupervisorFirstName%
  • %SupervisorLastName%
  • %SupervisorSipUri%

You can also use these parameters in the "Messages" sections above by using the same %-annotation in a message. 
Examples: 

Thank you %AgentFirstName%, the session has ended. Don't forget to specify your ACW.
CODE
Thank you for contacting %ServiceDisplayName% - we hope you have a good day. Don't hesitate to contact us via %ServiceTelNumber% in case of further questions.
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