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Predefined Messages
The admin can administrate, view, edit and create a number of standardized messages that will be sent out by agents while performing a task.
The aim is to save time and ensure a more profitable customer experience.
Data Frame, which covers the amount of conversations viewed by the administrator
View/Edit: toview, edit or delete the
message
Create new standardized message
Download Excel file (with all the information in the bracket)
See See the Download Excel file section at the End of this page for further information
For a more in depth analysis of what the admin can do in this section:
Data Frame
By clicking on the Bar the following "curtain" will be opened
from which you can select the number of visible predefined messages to review, ranging from 10 to 100
View/Edit
allow the admin to view, edit or delete the skillsetspredefined message.
Click on view or Edit to see or modify a user settings, you will see this the general description of the Messages (in details)
Details
Provide a title (category) for the message.
To Save the settings remember to press on.
Messages
This section provides the tools to directly act on the predefined messages.
From editing to adding new texts and deleting undesired forms.
Data Frame, which covers the amount of
predefined messages viewed by the administrator
View/Edit: toview, edit the message
Delete the message
Create new standardized message
Download Excel file (with all the information in the bracket)
See the Download Excel file section at the End of this page for further information
By clicking on the edit feature (2.) you will see the following bracket, where it is possible to change name and content of the message.
You can select the options to reply to the new outbound campaign:
It is possible to not allow forsee any standardized answer from the customer as well as selecting reply buttons and reply list to a maximum of 3 options.
Reply List
Please insert a title and the Add feature to create one of the , which defines the category of replies. Click on Add to create a quick reply option that the client might use when receiving the text and write the desired message. ( the customer can see both the title and the description of the message)
You can easily manage the added options, edit or delete them, to a maximum of three10.
Reply button
By selecting reply buttons you can create one of the quick reply option that the client might use when receiving the text. Insert the title (visible for the Customer).
You can easily manage the added options, edit or delete them, to a maximum of three3.
If you plan to create a new predefined message (4.), you will see the same image as above, not filled.
Please insert a name and text of your choice.
Keep in mind to click onConfirm to save the changes.
The Admin can also delete a standardazed text by pressing on (3.)
See the following section (Delete):
Create New
PredifinedPredefined Message
Refer to the previous section to complete and insert all the required data to create a new standardized message.
Remember to fill the blanks highlighted by (*) in Details and Messages.
They are the same as the ones in the section View and Edit (see above).
To Save the settings remember to press on .
Delete
To eliminate an agent from the admin controla predefined message, it is possible to press on:
And confirm your choice by selecting delete
The Excel file Download
This feature allows to translate all the information related to the predefined messages in an Excel file.
Click on the icon and you will see the following bracket on the bottom left end of your screen:
Open the file and you will have all the information you need in an Excel, easy to share to subjects/departments that do not use the WitiOp platform.