Assigning agent assets to an email queue

Company administrators can assign agent assets (such as text blocks, a template/script and file attachments) to an email 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.
• Template: A template defines the specific text block that is automatically added to a response when an agent replies to a new email for this queue. It ensures that all emails coming out of a specific channel have the same style.

Assign agent assets #

1. Click either Email > Email Queues on the menu bar and a list of the queues that are currently defined is displayed
2. Select (or add) the appropriate queue
3. Click the Agent Assets tab
4. 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.
5. For Template, select the specific text block that is automatically added to a response when an agent replies to a new email for this queue. Only one template can be assigned per queue.The dropdown list displays all the text blocks that are associated with your company, irrespective of whether a text block has been assigned to this email queue.
6. 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.
7. Click Add or Save changes as appropriate

Definitions #

• Text Blocks: The pre-defined blocks of response text that are assigned to this email queue. The selected text blocks will then be available to the agents handling emails for this queue to use in their responses.
• Template: The specific text block that is automatically added to a response when an agent replies to a new email for this queue.
• Attachment: The pre-defined attachment files that are assigned to this email queue. The selected attachment files will then be available to the agents handling emails for this queue to use in their responses.

Note: For help configuring agent assets please refer to the agent assets management category.