The widget allows you to configure SMS, Email along with BCC address, and Contact edit modes for agent desktop which enables the agents to get details of a contact, add/edit contact information, and send Emails and SMS during or post-phone conversation. The agent can immediately send payment receipts, reminders, and survey links while on the call. 

To add a widget:

  1. Select Contact Details from the available widgets section and click Add.
    The Add - Contact Details pop-up appears.

    The following table provides the field and their description/action you need to take:

    FieldAction / Description
    Window TitleSpecify the widget name.
    EnabledSelect the checkbox to enable the widget on Agent Desktop. Once it is enabled, the agent can view customer details.
    SMS Mode

    To enable the transactional SMS, you have the options as given below. To use the SMS feature, Short Codes must be ordered through the Account team.

      • No SMS:  No SMS capabilities but displays the contact details 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.).

    Email Mode

    To enable the transactional email, you have the options as given below:

      • 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.

    BCC Address

    Allows you to configure BCC address per Desktop and assign the same for all emails sent by the agent.

    Contact Edit Mode

    Allows the agent to edit the contact details, you have the options as given below:

      • Read Only: Allows the agent to read the contact details.
      • Add: Allows the agent to add the contact details if the data is not filled already.
      • Update: Allows the agent to add or update the contact details.

     

  2. Click OK to save the changes.
  3. Click Save Agent Desktop button from the bottom of the screen to save all the changes.