Messagebook

A messagebook is a list of prerecorded audio messages and/or predefined text messages that you can use when interacting with your customers. Such template messages can ensure that your messages are consistent and adhere to your business standards. 

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

If a message book is created for your Agent Desktop, when sending a transaction email/SMS or responding to an inbound email/SMS, the email/SMS messages of the message book appear in the Template field.

Playing a Message to a Customer

Before you play a message to a customer, ensure that your manager has enabled the message book for your Agent's Desktop.

When you are on a call, you can play an audio message to a customer. To do so:

  1. In the Voice section, click .
     
     The Audio Messages for Customer window displaying a list of audio messages from the message book appears.
  2. Select the row displaying the message that you want to play to the customer, and then, in the Play column, click the icon.
    A confirmation message stating that the audio message will be played to the customer while you are on mute appears. 

  3. Click Yes.
    The audio message is played to the customer, and you are on mute.

You can stop playing the audio message to the customer any time by using Stop.