PEC-AD/Current/Agent/ADMessaging - Revision history

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Matthew.west@genesys.com: Published

2021-12-08T21:23:27Z

Published

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@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-onpremises
-|Role=Agent
+|Role=Agent, Supervisor
 |Section={{Section
 |alignment=Vertical

@@ Line 46: / Line 46: @@
 [[File:GAPI_900_Chat_Origin_Information.png|Chat origin text under the chat message block.|alt=Chat origin text under the chat message block.]]
-{{Video|id=732561697|Description=Tips and tricks for using the chat text input field.}}
+===Can I have more than one line in my chat message?===
 Some of the things you can do while handling a chat include:

← Older revision		Revision as of 16:01, July 29, 2022
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	[[File:GAPI_900_Chat_Origin_Information.png\|Chat origin text under the chat message block.\|alt=Chat origin text under the chat message block.]]		[[File:GAPI_900_Chat_Origin_Information.png\|Chat origin text under the chat message block.\|alt=Chat origin text under the chat message block.]]
		+
		+	{{Video\|id=732561697\|Description=Tips and tricks for using the chat text input field.}}

	Some of the things you can do while handling a chat include:		Some of the things you can do while handling a chat include:

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-onpremises
 |Role=Agent
-|Application=Agent Desktop
+|Application=Agent Workspace
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.|1}}
+|structuredtext={{NoteFormat|Due to continual changes to Agent Workspace, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.|1}}
 This article describes the typical options for handling, as a chat session, message-based conversations from the Genesys Digital messaging channels.
@@ Line 35: / Line 35: @@
 {{NoteFormat|In some environments, agent status is automatically set to '''Ready''' when the agent logs in. This means that chat interactions are directed to these agents upon login.|2}}
-When you receive a chat interaction it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the interaction. After you accept a chat, the Chat Interaction view opens on your Agent Desktop. While a contact is typing, a notice is displayed that they are writing a response, but not what they have written until they send it.
+When you receive a chat interaction it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the interaction. After you accept a chat, the Chat Interaction view opens on your Agent Workspace. While a contact is typing, a notice is displayed that they are writing a response, but not what they have written until they send it.
 |structuredtextwide=When you accept a chat interaction, the name of the contact is displayed and the timer for the pending response indicator starts. The color of the indicator begins as green. If you have not responded within the specified time limit, it changes to yellow. If you still do not respond, the indicator changes to red and begins to flash.
@@ Line 81: / Line 81: @@
 |structuredtext=Your account might be set up to enable you to push website links (URLs) to contacts. If it is, the '''Check URL''' button ([[File:GAPI_900_Add_URL_Button.png|Add URL button.|alt=The Add URL button.|link=]]) is displayed beneath the chat text editing area.
-To push a URL to a contact, first type the URL in the chat text editing area. Agent Desktop recognizes correctly formatted URLs and enables the '''Check URL''' button for you. Click the button to open the URL in a new tab or window to check the URL before you send it to your contact. This way you can be sure that you are sending your contact to the correct website.
+To push a URL to a contact, first type the URL in the chat text editing area. Agent Workspace recognizes correctly formatted URLs and enables the '''Check URL''' button for you. Click the button to open the URL in a new tab or window to check the URL before you send it to your contact. This way you can be sure that you are sending your contact to the correct website.
 When you are sure that the URL is correct, click '''Send''' ([[File:GAPI_900_Chat_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|14px|link=]]) to send the URL to your contact.
@@ Line 246: / Line 246: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that SMS interactions are directed to these agents upon login.|2}}
-When you receive an SMS it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept an SMS, the Chat interaction view opens on your Agent Desktop. It includes all the controls, information about the email (Case Information), and '''Disposition''' and '''Note''' tabs where you can add information about the SMS. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+When you receive an SMS it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept an SMS, the Chat interaction view opens on your Agent Workspace. It includes all the controls, information about the email (Case Information), and '''Disposition''' and '''Note''' tabs where you can add information about the SMS. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 You exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''.
@@ Line 278: / Line 278: @@
 {{NoteFormat|
 *Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
-*Not all phone numbers can receive SMS. If Agent Desktop detects that it is not possible to send an SMS to the number you choose, you will receive a warning message.
+*Not all phone numbers can receive SMS. If Agent Workspace detects that it is not possible to send an SMS to the number you choose, you will receive a warning message.
 *Sometimes an SMS you send cannot be delivered. A system message is displayed in the transcript area if the SMS was not delivered.
 |2}}
@@ Line 292: / Line 292: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that WhatsApp interactions are directed to these agents upon login.|2}}
-When you receive a WhatsApp it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Desktop. It includes all the controls, information about the WhatsApp (Case Information), and '''Disposition''' and '''Note''' tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+When you receive a WhatsApp it is either accepted automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Workspace. It includes all the controls, information about the WhatsApp (Case Information), and '''Disposition''' and '''Note''' tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 You handle the interaction by exchanging messages with your contact. If either you or the contact ends the session, the interaction is done. To close the interaction, you must mark it as '''Done'''.
@@ Line 489: / Line 489: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 27: / Line 27: @@
 |image=GAPI_900_Digital_Channels_Chat_Interaction_View.png
 |AltText=The Chat interaction view.
-|structuredtext=The Chat Interaction view is the Workspace Agent Desktop interface that lets you exchange messages with a contact.
+|structuredtext=The Chat Interaction view is the Agent Workspace interface that lets you exchange messages with a contact.
 The Chat Interaction view includes all the controls to handle the interaction, information about the interaction ('''Case Information'''), and '''Disposition''' and '''Note''' tabs where you can add information about the interaction. There might also be tabs on the right side of the view that contain contact information, history, and other features.
@@ Line 69: / Line 69: @@
 {{AnchorDiv|Masked}}
 ===Why are some numbers masked out?===
-Some organizations must comply with regulations regarding masking Personally Identifiable Information (PII) while handling contact information. Some examples of PII include credit card numbers, personal email addresses, and phone numbers. Exposing PII to agents and other individuals in an organization is a potential security risk for the contact. In some environments, Workspace Agent Desktop detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript and in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|display text=history}}. You might also see masked text in the '''Communication''' tab.
+Some organizations must comply with regulations regarding masking Personally Identifiable Information (PII) while handling contact information. Some examples of PII include credit card numbers, personal email addresses, and phone numbers. Exposing PII to agents and other individuals in an organization is a potential security risk for the contact. In some environments, Agent Workspace detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript and in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|display text=history}}. You might also see masked text in the '''Communication''' tab.
 [[File:GAPI_900_Masking_PII_In_Digital_Channels.png|Masked Personally Identifiable Information in Chat.|alt=Chat interaction view showing Personally Identifiable Information hashed out.|552x552px]]
@@ Line 190: / Line 190: @@
 *Carousels
 |structuredtextwide====Handling web chat interactions with structured messages===
-When you handle a web chat containing structured messages in either the Chat interaction view (for an active chat) or the '''Communication''' tab (for an asynchronous chat), Workspace Agent Desktop displays the structured messages for you.
+When you handle a web chat containing structured messages in either the Chat interaction view (for an active chat) or the '''Communication''' tab (for an asynchronous chat), Agent Workspace displays the structured messages for you.
 '''Note:''' You cannot interact with the choice buttons of structured messages containing buttons and list selections.
@@ Line 240: / Line 240: @@
 |anchor=SMS
 |alignment=Vertical
-|structuredtext=An SMS interaction is the Workspace Agent Desktop interface that lets you handle an SMS message from a contact as a chat.
+|structuredtext=An SMS interaction is the Agent Workspace interface that lets you handle an SMS message from a contact as a chat.
 To start receiving SMS interactions, set your status on the SMS channel to '''Ready'''.
@@ Line 352: / Line 352: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that Facebook interactions are directed to these agents upon login.|2}}
-When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}} interaction in Workspace Agent Desktop. You handle it just like you would any other direct chat message with one of your contacts.
+When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}} interaction in Agent Workspace. You handle it just like you would any other direct chat message with one of your contacts.
 [[File:GAPI_900_Facebook_Messenger_Chat_Interaction_Conversation_Tab.png|Facebook interaction window.|alt=Facebook interaction view. Click the link below for the accessibility description.]]
@@ Line 408: / Line 408: @@
 |alignment=Vertical
 |structuredtext====Social Engagement with Facebook===
-Using Genesys Social Engagement on Facebook, you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages, comments, and replies on your organization's Facebook page are monitored and automatically routed to agents across your organization who are using Workspace Agent Desktop. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
+Using Genesys Social Engagement on Facebook, you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages, comments, and replies on your organization's Facebook page are monitored and automatically routed to agents across your organization who are using Agent Workspace. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
-Handling contacts using Workspace Agent Desktop's Facebook channel improves Customer Experience (CX) by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against known individuals already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.
+Handling contacts using Agent Workspace's Facebook channel improves Customer Experience (CX) by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against known individuals already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.
 {{AnchorDiv|FacebookPublic}}
@@ Line 440: / Line 440: @@
 You are not restricted to private {{Link-SomewhereInThisVersion|manual=Agent|topic=ADMessaging|anchor=TwitterDirect|display text=Twitter Direct messages}}. You can also engage with customers by responding to public Tweets and replies from your organization's Twitter page.
-You can monitor your business Twitter presence and identify and respond to online comments by using Genesys Social Engagement. Twitter Direct Messages and Tweets and replies on your organization's Twitter page are monitored and automatically routed to agents across your organization who are using Workspace Agent Desktop. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
+You can monitor your business Twitter presence and identify and respond to online comments by using Genesys Social Engagement. Twitter Direct Messages and Tweets and replies on your organization's Twitter page are monitored and automatically routed to agents across your organization who are using Agent Workspace. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
-Handling contacts using Workspace Agent Desktop's Twitter channel improves Customer Experience (CX) by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against known individuals already in the contact database. When a Direct Message, Tweet, or reply is directed to you, you have access to all previous interactions with the contact.
+Handling contacts using Agent Workspace's Twitter channel improves Customer Experience (CX) by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against known individuals already in the contact database. When a Direct Message, Tweet, or reply is directed to you, you have access to all previous interactions with the contact.
 {{AnchorDiv|TwitterPublic}}

@@ Line 28: / Line 28: @@
 |AltText=The Chat interaction view.
 |structuredtext=The Chat Interaction view is the Workspace Agent Desktop interface that lets you exchange messages with a contact.
 The Chat Interaction view includes all the controls to handle the interaction, information about the interaction ('''Case Information'''), and '''Disposition''' and '''Note''' tabs where you can add information about the interaction. There might also be tabs on the right side of the view that contain contact information, history, and other features.
@@ Line 40: / Line 42: @@
 You use the Chat Interaction view to handle all message-based interactions (Web Chat, SMS, WhatsApp, Messenger, and Twitter Direct Message). You can distinguish among the different media in multiple ways:
-* The color of the message blocks in the transcript
+*The color of the message blocks in the transcript
-* The information provided in the '''Case Information''' area
+*The information provided in the '''Case Information''' area
-* The origin text under the message block.
+*The origin text under the message block.
 [[File:GAPI_900_Chat_Origin_Information.png|Chat origin text under the chat message block.|alt=Chat origin text under the chat message block.]]
@@ Line 354: / Line 356: @@
 When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}} interaction in Workspace Agent Desktop. You handle it just like you would any other direct chat message with one of your contacts.
-[[File:GAPI_900_Facebook_Messenger_Asynchronous_Chat_Example_Digital_Channels.png|Facebook interaction window.|alt=Facebook interaction view. Click the link below for the accessibility description.]]
+[[File:GAPI_900_Facebook_Messenger_Chat_Interaction_Conversation_Tab.png|Facebook interaction window.|alt=Facebook interaction view. Click the link below for the accessibility description.]]
 Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.