Company administrators can assign agent assets (such as text blocks, a template/script and file attachments) to an email queue or a webchat queue.
- Text blocks: Text blocks are pre-defined replies that agents handling items for this queue can select to insert in their responses. Each text block might include, for example, a specific heading, body text with placeholders for the agent to fill in and/or a particular sign off for this queue.
- Attachments: Attachments are files that agents can attach to chats or outbound emails, which may contain text, images or video links.
- Scripts: Scripts are text that an agent can use to lead the chat. The script may involve text to type, questions to ask, and decision points where the agent is invited to select from a choice of options.
Assign agent assets: #
- Click Chat > Chat Queues on the menu bar and a list of the queues that are currently defined is displayed
- Select (or add) the appropriate queue
- Click the Agent Assets tab
- For Text Blocks, assign pre-defined blocks of response text to this queue by ticking the appropriate checkboxes in the dropdown list. Multiple text blocks can be assigned per queue.
- For Agent Script, select the specific script for agents to follow while handling a chat. Only one script can be assigned per queue.
- For Attachments, assign pre-defined attachment files to this queue by ticking the appropriate checkboxes in the dropdown list. Multiple attachment files can be assigned per queue.You might choose to allow a particular file attachment, and then to restrict it, so that only the chosen labels are available for a specific channel.
- Click Add or Save Changes as appropriate
Definitions #
- Text Blocks: The pre-defined blocks of response text that are assigned to this chat queue. The selected text blocks will then be available to the agents handling chats for this queue to use in their responses.
- Agent Script: The pre-defined script for agents to follow while handling a chat.
- Attachments: The pre-defined attachment files that are assigned to this chat queue. The selected attachment files will then be available to the agents handling chats for this queue to use in their responses.
Note: For help configuring agent assets please refer to the agent assets management category. |