A messagebook is a list of prerecorded audio messages and/or predefined text messages that your agents can use when interacting with your customers (for example, when playing a message to a customer while the agent is on mute, sending a transactional email or SMS message, or responding to an inbound email or SMS message). Such template messages can ensure that your messages are consistent and adhere to your business standards. The Messagebook tab enables you to define which voice, email, and SMS messages are available for your agents to use for the selected Agent Desktop. If a messagebook is created for an Agent Desktop, the agents who log on to that Agent Desktop can view the list of template messages added to the messagebook, and they can select an appropriate message to play or send to a customer. | Info |
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- If a messagebook is created for an Agent Desktop, your agents can still use free-form messages to interact with your customers.
- If a messagebook is not created for an Agent Desktop, your agents can still use free-form messages to interact with your customers.
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- Messagebook is not available for the following types of services:
- 10-Digit Manual with Transfer (10DMT)
- Human Call Initiator (HCI)
- Human Text Initiator (HTI)
- Manual
- Preview All
- Before you create a messagebook for calls, ensure that the Messagebook Enabled checkbox on the General tab of the Agent Desktop window is selected. This checkbox, if selected, displays the messagebook button on the Agent Desktop for calls.
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To create a messagebook: - In the Agent Desktop window, in the Desktops field, select the Agent Desktop for which you want to create a messagebook.
On the Messagebook tab, click Add.
The Select Messagebook window appears.
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The Message field displays only the deployed messages that are assigned to the following types of standard contact flows (that is, standard contact flows whose names begin with the following text): - Email
- Messagebook (corresponds to the voice channel)
- SMS
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In the Message field, select the message that you want to add to the messagebook. | Info |
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The Contact Flow field displays the name of the contact flow to which the selected message is assigned. |
Click OK.
The messagebook is created, and the selected message appears in the table on the Messagebook tab.
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You can add multiple messages to a messagebook by using the Add button. |
Click Save Agent Desktop.
The messagebook is available on the selected Agent Desktop.
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On the Agent Desktop: - When agents are on a call, they can play those messages to your customers that are assigned to the Messagebook standard contact flow on the Messagebook tab.
- When agents want to send or respond to an email, they can use the messages that are assigned to the Email standard contact flow on the Messagebook tab.
- When agents want to send or respond to an SMS, they can use the messages that are assigned to the SMS standard contact flow on the Messagebook tab.
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- You can view the details of a message by using the View Message button. Through the Messages window that appears when you click the button, you can also listen to, validate, build, and test the message (call, email, and SMS). For more information, see the Message Settings section of the Administrative User Guide.
- You can define the order in which the messages in a messagebook appear to your agents for selection by using the Move Up or Move Down button.
- You can delete messages by using the Delete button.
- To save all your changes, in the Agent Desktop window, click Save Agent Desktop.
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