The Contact List widget allows you to configure Click To Dial option, SMS, and Email mode on the events. This provides agents the ability to search and open contact details, dial, send SMS (for cell phone numbers only) or email from the desktop.
To add a widget:
Select Contact List from the available widgets section and click Add.
The Add - Contact List pop-up appears.
The following table provides the field and their description/action you need to take:Field Action / Description Window Title Specify the widget name. Enabled Select the checkbox to enable the widget on Agent Desktop. Once it is enabled, the agent can view customer details. Click To Dial Select the checkbox to enable agent to dial manual calls to contacts from the list.
Click to SMS Select the checkbox to enable SMS option for agent.
Click To SMS Mode Select the SMS modes from the drop down and you have the below options. To use the SMS feature, Short Codes must be ordered through the Account team.
- No SMS: No SMS capabilities but displays the contact list to the agent.
- Read Only: Allows the agent to read historical SMS transactions to the consumer.
- Send Predefined Only: Allows the agent to read historical SMS transactions and send only pre-defined SMS templates.
- Send Custom SMS: Allows the agent to read historical SMS transactions, send predefined SMS templates, or create the custom messages.
Predefined SMS templates can be configured through Message editor. There are two LiveVox standard Contact Flows available:
- SMS UAD Opt-In - The SMS UAD Opt-In is needed for any transactional SMS Opt-In requests.
- SMS UAD Widget - This is the standard SMS UAD Widget that can be crafted to define custom messages.
All SMS Messages support the expression builder that allows you to craft SMS templates that can pull System or Contact Flow Variables (e.g. Account Number, Payment Balance etc.).
Click to Email Select the checkbox to enable email option for agent.
Click To Email Mode Select the email modes from the drop down and you have the below options.
- No Email: No email capabilities but displays the contact details to the agent.
- Read Only: Allows the agent to read historical email transactions.
- Send Predefined Only: Allows the agent to read historical email transactions and send only pre-defined email templates.
- Send Custom Email: Allows the agent to read historical email transactions, send predefined email templates, or create the custom messages.
You can create email template from Contact Flow by using email module (available under Basic modules) or contact the LiveVox Customer Care Team to create email template.
Event Select the event which will activate the widget. The available events are as given below:
- On Login: Widget appears once the agent logs in.
- On Ready: Widget appears when the agent switches to Ready state.
- On Not Ready: Widget appears when the agent switches to Not Ready state.
- On Call: Widget appears once the agent gets connected to the call.
On Save Disposition: Widget appears in an external window after selecting the term code.
- On Start Secure Payment: Widget appears when the agent presses the Start button on the secure payment capture screen.
- On Stop Secure payment: Widget appears when the agent presses the Cancel button on the secure payment capture screen or the caller disconnects from the call in the IVR.
- On Pause Call Recording: Widget appears when the agent presses the pause button of call recording controls.
- On Resume Call Recording: Widget appears when the agent presses the resume button of call recording controls.
- On Stop Call Recording: Widget appears when the agent presses the stop button of call recording controls.
- On Logoff: Widget appears in an external window once agent logs off.
Event option is not available if the Stateless Panel option is enabled.
- Click OK to save the changes.
- Click Save Agent Desktop button from the bottom of the screen to save all the changes.