Difference between revisions of "PEC-AD/Current/Agent/ADSMS"
(Published) |
|||
| (16 intermediate revisions by 5 users not shown) | |||
| Line 3: | Line 3: | ||
|DisplayName=SMS Chat | |DisplayName=SMS Chat | ||
|TocName=SMS Chat | |TocName=SMS Chat | ||
| − | |Context=The Workspace | + | |Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages. |
|ComingSoon=No | |ComingSoon=No | ||
| − | |Platform= | + | |Platform=GenesysEngage-cloud |
| − | | | + | |Role=Agent, Supervisor |
|Section={{Section | |Section={{Section | ||
| − | |||
| − | |||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
| − | |||
|structuredtext={{NoteFormat| | |structuredtext={{NoteFormat| | ||
| − | * Due to continual changes to Agent | + | * 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. |
| − | * Some Workspace | + | * Some Agent Workspace features are available only for Genesys Multicloud CX users. |
|1}} | |1}} | ||
| − | + | 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'''. | ||
| + | |||
| + | {{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 answered 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'''. However, sometimes you are required to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation. | ||
If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. | If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. | ||
| − | If you have not yet marked a closed interaction as '''Done''', in the '''Conversation''' tab, the transcript of your current interaction as well as all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the | + | If you have not yet marked a closed interaction as '''Done''', in the '''Conversation''' tab, the transcript of your current interaction as well as all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the chat session, type your message in the Message field and click '''Send'''. |
| − | If you want to reactivate an interaction that is already closed and marked as '''Done''', in the '''Connect''' group, select the '''Communication''' tab, open the ''' | + | If you want to reactivate an interaction that is already closed and marked as '''Done''', in the '''Connect''' group, select the '''Communication''' tab, open the '''Assigned''' '''Contacts''' panel, search for and select the contact. All previous chat interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click '''Create SMS Interaction''' icon in the '''Contact information''' column to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}. |
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 32: | Line 34: | ||
|anchor=SMSInteractions | |anchor=SMSInteractions | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=Short Message Service (SMS) is a text-messaging component of voice and Internet communication. SMS enables the exchange of text messages between you and a contact through your computer. Typically, a contact will send you SMS from a mobile device, a web interface, or an email client. From your perspective, handling an SMS chat session is no different than handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation. | |
| − | |||
| − | |structuredtext=Short Message Service (SMS) is a text-messaging component of voice and Internet communication. SMS enables the exchange of text messages between you and a contact through your computer. Typically, a contact will send you SMS from a mobile device, a web interface, or an email client. From your | ||
| − | |||
| − | |||
| − | |||
| − | + | {{NoteFormat|You might receive an error message that the number from which you are trying to send a message is incorrect. Contact your administrator.|}} | |
| − | + | Multimedia Message Service (MMS) is a multi-media component of voice and Internet communication. In Workspace, MMS enables you to receive images sent to your contact center from a mobile device, a web interface, or an email client. Images are displayed to you as thumbnails. To view the image full-size, double-click it or right-click it and select '''Open''' from the context menu. It will open in the default application specified in the Windows operating system. If you have been granted the correct permissions, you can save an image by clicking the '''Save''' icon on the image or by right-clicking on it and selecting '''Save''' from the context menu. | |
| − | + | {{NoteFormat|If a contact sends you an MMS that has an attachment issue you will receive a notification. Ask the contact to check the file format of the attachment and resend it.|}} | |
| − | The '''Contact''' tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and | + | When a contact sends an SMS or MMS from their device to your company's SMS channel it is directed to you as a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} and you handle it just like you would any other chat message with one of your contacts. |
| + | |||
| + | [[File:GAPI_900_SMS_Asynchronous_Chat_Example.png]] | ||
| + | |||
| + | Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field ("Write something..."). | ||
| + | |||
| + | The '''Contact''' tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and review the history of interactions with the contact. | ||
If you have had previous chat/SMS interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADSMS|anchor=ConversationTab|display text=Conversation tab}}. | If you have had previous chat/SMS interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADSMS|anchor=ConversationTab|display text=Conversation tab}}. | ||
| Line 53: | Line 56: | ||
The '''Conversation''' tab is displayed in the right panel of the Chat Interaction view. | The '''Conversation''' tab is displayed in the right panel of the Chat Interaction view. | ||
| − | [[File:GAPI_900_SMS_Chat_Interaction_Conversation_Tab.png|500px | + | [[File:GAPI_900_SMS_Chat_Interaction_Conversation_Tab.png|500px]] |
The transcript of the chat is displayed both in the Transcript area and the '''Conversation''' tab. The '''Conversation''' tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact. | The transcript of the chat is displayed both in the Transcript area and the '''Conversation''' tab. The '''Conversation''' tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact. | ||
| Line 59: | Line 62: | ||
The '''Conversation''' tab allows the following actions: | The '''Conversation''' tab allows the following actions: | ||
| − | * | + | *Click '''Emoji''' ([[File:GAPI_900_Conversation_Tab_Emoji_Button.png|Emoji button.|alt=The Emoji button|link=]]) to send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact. |
| − | + | *Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area. | |
| − | |||
| − | |||
| − | |||
| − | *''' | ||
| − | |||
| − | To | + | To start an outbound SMS interaction, click the '''Create SMS Interaction''' icon in the '''Contact information''' area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes. |
| − | [[File:GAPI_900_Communication_Tab_Contact_Info_Column.png| | + | [[File:GAPI_900_Communication_Tab_Contact_Info_Column.png|Contact Information column.|alt=Communication tab Contact Information column.]] |
{{NoteFormat| | {{NoteFormat| | ||
| Line 76: | Line 74: | ||
Keeping the interaction view active might affect your '''Ready''' status. | Keeping the interaction view active might affect your '''Ready''' status. | ||
|2}} | |2}} | ||
| − | |||
| − | |||
{{AnchorDiv|CommunicationTab}} | {{AnchorDiv|CommunicationTab}} | ||
| Line 84: | Line 80: | ||
The '''Communication''' tab in the '''Connect''' group lets you continue SMS chat conversations that you or others at your contact center have had with your company's contacts. | The '''Communication''' tab in the '''Connect''' group lets you continue SMS chat conversations that you or others at your contact center have had with your company's contacts. | ||
| − | After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the '''Communication''' tab and selecting their name from the | + | After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the '''Assigned Contacts''' area of the '''Communication''' tab and selecting their name from the '''Assigned Contacts''' list. |
| − | To continue the conversation, either type in the '''Write a Message''' field and click '''Send''' or click | + | To continue the conversation, either type in the '''Write a Message''' field and click '''Send''' or click '''Create SMS Interaction''' to open a new Chat interaction view. Your message is sent to the contact's device. |
{{NoteFormat| | {{NoteFormat| | ||
| − | In some environments, the '''Write a Message''' field is not available. To | + | In some environments, the '''Write a Message''' field is not available. To use the '''SMS''' channel, click the '''Channel''' |
| + | icon and select the '''Chat''' channel icon. | ||
| − | [[File:GAPI_900_No_Message_Field.png]] | + | [[File:GAPI_900_No_Message_Field.png|Create WhatsApp Interaction button and WhatsApp channel icon.|alt=The Create WhatsApp interaction button and the WhatsApp channel icon.|300px]] |
| − | }} | + | |}} |
| − | When the contact responds, you receive a notification on your desktop. | + | When the contact responds, you receive a pop-up notification on your desktop. To respond and continue the conversation, click '''Show''' in the pop-up notification to open the chat in a new '''Chat''' interaction view. |
| − | The '''Communication''' tab has two areas, the '''Contacts''' list and the conversation transcript area. | + | The '''Communication''' tab has two areas, the '''Assigned''' '''Contacts''' list and the conversation transcript area. |
| − | *Select a contact in the '''Contacts''' list to | + | *Select a contact in the '''Assigned Contacts''' list to access the conversations that contact has had with your company. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages. |
| − | |||
| − | |||
*The conversation transcript area displays all the chat interactions that the selected contact has had with your company. | *The conversation transcript area displays all the chat interactions that the selected contact has had with your company. | ||
| − | [[File:GAPI_900_SMS_Asynchronous_Chat_Communication_Tab.png|500px | + | [[File:GAPI_900_SMS_Asynchronous_Chat_Communication_Tab.png|Communications tab showing an SMS transcript.|alt=The Communications tab in the Connect group showing an SMS interaction transcript.|500px]] |
The conversation area allows the following actions: | The conversation area allows the following actions: | ||
| − | *[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]] | + | *Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area. |
| − | + | *Click '''Emoji''' ([[File:GAPI_900_Conversation_Tab_Emoji_Button.png|Emoji button.|alt=The Emoji button|link=]]) to send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact. | |
| − | + | *Click '''Contacts''' ([[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|Contact view toggle.|alt=Contacts information toggle button.|link=]]) to toggle the display of the '''Contacts information''' area. | |
| − | *[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]] | ||
| − | |||
| − | |||
| − | |||
| − | To | + | To start an outbound SMS interaction, click the '''Create SMS Interaction''' icon in the '''Contact information''' area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. |
'''Notes:''' | '''Notes:''' | ||
*Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes. | *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 | + | *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. | |
| − | |||
| − | + | [[File:GAPI_900_Communication_Tab_Contact_Info_Column.png|Contact Information column.|alt=Communication tab Contact Information column.]] | |
Refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} for information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. | Refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} for information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 134: | Line 122: | ||
|anchor=Whatnext | |anchor=Whatnext | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
| − | |||
|structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} | ||
*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | *{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
*{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} | *{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} | ||
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 147: | Line 131: | ||
|anchor=Top5topics | |anchor=Top5topics | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
| − | |||
|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | ||
| − | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent | + | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}} |
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
| − | |||
| − | |||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 16:02, August 30, 2022
The Agent Workspace Chat channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages.
- 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.
- Some Agent Workspace features are available only for Genesys Multicloud CX users.
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.
When you receive an SMS it is either answered 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. However, sometimes you are required to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.
If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the Conversation tab in the interaction window or the Communication tab.
If you have not yet marked a closed interaction as Done, in the Conversation tab, the transcript of your current interaction as well as all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the chat session, type your message in the Message field and click Send.
If you want to reactivate an interaction that is already closed and marked as Done, in the Connect group, select the Communication tab, open the Assigned Contacts panel, search for and select the contact. All previous chat interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click Create SMS Interaction icon in the Contact information column to open the Chat interaction view.
SMS Interactions
Short Message Service (SMS) is a text-messaging component of voice and Internet communication. SMS enables the exchange of text messages between you and a contact through your computer. Typically, a contact will send you SMS from a mobile device, a web interface, or an email client. From your perspective, handling an SMS chat session is no different than handling any other Chat session, whether you are handling a one time interaction or are continuing a conversation.
Multimedia Message Service (MMS) is a multi-media component of voice and Internet communication. In Workspace, MMS enables you to receive images sent to your contact center from a mobile device, a web interface, or an email client. Images are displayed to you as thumbnails. To view the image full-size, double-click it or right-click it and select Open from the context menu. It will open in the default application specified in the Windows operating system. If you have been granted the correct permissions, you can save an image by clicking the Save icon on the image or by right-clicking on it and selecting Save from the context menu.
When a contact sends an SMS or MMS from their device to your company's SMS channel it is directed to you as a Chat and you handle it just like you would any other chat message with one of your contacts.
Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field ("Write something...").
The Contact tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and review the history of interactions with the contact.
If you have had previous chat/SMS interactions with the contact, the full transcript is in the Conversation tab.
Conversation tab
The Conversation tab is displayed in the right panel of the Chat Interaction view.
The transcript of the chat is displayed both in the Transcript area and the Conversation tab. The Conversation tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.
The Conversation tab allows the following actions:
- Click Emoji (
) to send an emoji to your contact. - Click Send (
) to send messages you type in the Message Composition area.
To start an outbound SMS interaction, click the Create SMS Interaction icon in the Contact information area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. Note: Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
If you or the contact end the session, you can keep the Chat interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as Done or keep the interaction view open while you perform other duties.
Keeping the interaction view active might affect your Ready status.
Communication tab
The Communication tab in the Connect group lets you continue SMS chat conversations that you or others at your contact center have had with your company's contacts.
After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the Assigned Contacts area of the Communication tab and selecting their name from the Assigned Contacts list.
To continue the conversation, either type in the Write a Message field and click Send or click Create SMS Interaction to open a new Chat interaction view. Your message is sent to the contact's device.
In some environments, the Write a Message field is not available. To use the SMS channel, click the Channel icon and select the Chat channel icon.
When the contact responds, you receive a pop-up notification on your desktop. To respond and continue the conversation, click Show in the pop-up notification to open the chat in a new Chat interaction view.
The Communication tab has two areas, the Assigned Contacts list and the conversation transcript area.
- Select a contact in the Assigned Contacts list to access the conversations that contact has had with your company. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
- The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
The conversation area allows the following actions:
- Click Send () to send messages you type in the Message Composition area.
- Click Emoji () to send an emoji to your contact.
- Click Contacts (
) to toggle the display of the Contacts information area.
To start an outbound SMS interaction, click the Create SMS Interaction icon in the Contact information area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses.
Notes:
- 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 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.
Refer to Chat for information about using the Communication tab.