Messages Help

The Visual tab displays contact flow of the selected message in a graphical form. This is a visual representation of the information from the General tab.  You can navigate to the desired section of the contact flow and view the specific modules and connectors used to create the message. By clicking on a specific module, you can view the Properties, Message Properties, Contact Flow Properties, and Connectors for the module on the right panel. Double-click on a specific module to update Message Properties for the module.

The General tab displays a list of properties and their property value for the selected message. Clicking on the selected property allows you to update the property value.

Navigate to the Message associated with the service you are researching. Confirm this association in the Associated Services tab.

You must create messaging to introduce new phrases or test a change. To add a new message:

1. Click the Add button. The Add New Message wizard appears.
2. Specify the New Message Name and New Message Description (optional).
3. Click the Next button to get the second screen (contact flow details) of the wizard.
4. Select the option from Filter By drop-down menu to find contact flows. The available options are: All, Name, Description, and Module.
5. Select the contact flow template that you want to use from the Select the Contact Flow drop-down menu. The list of contact flows shows the name and its type (Standard () or custom()). Since the template defines both messaging and contact flow, the template determines how your calls are handled. Some of the frequently used templates are below:

   • For Message Only logic, leaving messages on live party answers and/or answering machines.

     For more information on templates, see the Message Properties Supplemental page.

• A_RPC_11
  
  • For Right Party Connect logic, requiring answering party to confirm their identity before call will bridge to an agent.
• QC_ALL_TYPE
  
  • For Quick Connect logic, bridging answering parties immediately into agents.
  • Will also be assigned to Manual services and as the Preview template.

• U_MSG_ONLY_1

6. The Modules Assigned displays the module being used by the contact flow.

7. The Preview section provides full-screen view of the contact flow.
   

   For email contact flow, the Contact Flow details screen displays the Templates in the template selection instead of Modules Assigned, and the template Preview instead of contact flow Preview. 

8. Click the Next button to get the third (Summary) screen of the wizard. This screen displays the summary of the selection.
9. Click the Save button to save changes.
   
10. Assign phrases for each property. A property can be an instruction (requiring 1/0, a phone number, etc.) or an indicator for messaging. For instructions adjusting the messaging, see the Edit Messages section below.
11. After making your changes, click the Deploy button. Assign the template to a service and upload a test file to confirm the contact flow and audio matches your requirement.

Individual components are edited using different "Properties."  Many common properties are explained on the Message Properties Supplemental page. You can edit messages from the General tab or within the visualizer (Visual tab).

1. Double-click the property value to be adjusted to open the Phrase Selector. The Phrase Selector screen appears.
2. Modify the existing phrase using the options from the Phrase Selector:
   • Add Phrase – Adds a new phrase
   • Add Variable – Add new variable to a new or existing phrase
   • Change – Replace selected phrase
   • Remove – Removes selected phrase
   • Move up – Moves selected phrase up one space
   • Move down – Moves selected phrase down one space

LiveVox created phrases with numeric file names starting with 1_, as displayed in the Quick Message Edit box, play only the visible phrase. Phrases with something other than 1_ will play the phrase and then a database location. These are Series prompts.  Use a 1_ series (or your custom audio) followed by a variable from the Add Variable UI to get the same effect.

After the messaging changes are complete, click the OK button. The new phrase is in green color. Before using the new messages, the Message must be processed with the following:

• Save
• Validate (Confirms recordings available).
• Deploy (Compiles recordings into string and assigns new string to Message).

If a new Message was created to keep from impacting other services, assign the new Message prior to testing. Open the Services section and go to the Messaging tab. Double-click the Message's Property value, select the new Message from the drop-down, tap the Enter key, and click Save.

To delete the selected message, click the Delete button.

Click the Test Call button to launch a test call widget. The test call widget allows you to select a service and add a contact number to generate a test call.

Creating messagebook entries allows you to add pre-recorded messages available to the Agent Desktop configuration. To add a new messagebook entry:

1. Click the Add Messagebook Entry button. The Add New Message wizard appears.
2. Specify the New Message Name and New Message Description (optional).
3. Click the Next button.
4. The Modules Assigned displays the module being used by the contact flow Messagebook_1. From the live_person module you may add the phrases required for the message.
5. The Preview section allows full screen view of the contact flow.
6. Click the Next button. This screen displays the summary of the selection.
7. Click the Save button to save changes. This newly created Messagebook entry is available from the Agent Desktop editor.

The Change History tab tracks and displays the changes made to the Messages.

The Raw Format tab displays the raw format on all of the messages available.