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Introduction

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. 

If a messagebook is created for an Agent Desktop, the agents who sign in 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.

An agent can still use free-form messages to interact with a customer.

The Messagebook tab of the Agent Desktop window enables you to define which voice, email, and SMS messages are available for your agents to use for the selected Agent Desktop. 

  • Messagebook is available only for services that do not require manual intervention (for example, Quick Connect or Unattended).
  • Messagebook is not available for the following types of services:
    • 10-Digit Manual with Transfer (10DMT)
    • Human Call Initiator (HCI)
    • Manual
    • Preview All

Adding a Messagebook

Before You Begin

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.

To add a messagebook:

  1. On the Configure tab, click Agents > Agent Desktop.
    The Agent Desktop window appears.
  2. In the Desktops field, select the Agent Desktop for which you want to create a messagebook.

  3. On the Messagebook tab, click Add.
    The Select Messagebook window appears.

    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


  4. In the Message field, select the message that you want to add to the messagebook.

    The Contact Flow field displays the name of the contact flow to which the selected message is assigned.

  5. Click OK.
    The messagebook is added, and the selected message appears in the table on the Messagebook tab.

    You can add multiple messages to a messagebook by using the Add button.


  6. Click Save Agent Desktop.
    The messagebook is available on the selected Agent Desktop.

  • 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 Message Settings.
  • 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.


On the Agent Desktop:

  • When agents are on a call, they can play the messages 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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