You can configure and manage agent message books and messages that are available for agents to play by performing the following actions:
- Create a message book and add individual entries.
- Associate the message book entries on the Agent Desktop.
To add a messagebook entry:
- Click the Add Messagebook Entry button.
The Add New Message window appears, displaying the fields of the Message Info section. - Specify values in the New Message Name and New Message Description fields, and then click Next.
The fields of the Contact Flow section appear.
- The Modules Assigned subsection displays the module being used by the Contact Flow Messagebook_1.
- The Preview subsection displays a preview of the Contact Flow.
- Click Next.
The fields of the Summary section appear. - Click Save.
The messagebook is created.
- For information about the confirmation of the current messaging using Listen, Validate, and Visualize buttons, see Confirm Current Messaging.
- For information about modifying messages, see Edit Messages.
- To associate a message book entry with an Agent Desktop, see Adding and Associating Messagebook Entry.