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Introduction

A messagebook is a list of prerecorded audio 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). 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 to a customer.

The Messagebook tab of the Agent Desktop window enables you to define which voice messages are available for your agents to use for the selected agent desktop. 

Messagebook is not available for the following types of services:

  • 10-Digit Manual with Transfer (10DMT)
  • Human Call Initiator (HCI)
  • Manual
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Creating a Messagebook

To create 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. Select the Messagebook Enabled checkbox.
    The Messagebook tab appears.

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

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

  6. Click OK.
    The messagebook is created, 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.


  7. 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.
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