Article #: 70

How To: use Web Chat canned messages

Similar questions: use canned messages, create canned messages, edit canned messages, delete canned messages, add canned messages, modify canned messages

Purpose: demonstrate how to create, modify, or delete canned messages

Steps

Canned messages are predetermined messages that your agents can use while web chatting with customers to save themselves some time.

1. Log in to the Xima CCaaS Admin portal.
2. Go to Contact Center Configuration > Skill Management
3. Click the three dots icon associated with the skill you would like to set up or adjust canned messages.
4. A new window called “Skill Definition” will appear. Go to the Canned Messages metric, which is located about four lines down under the Chat Settings section, and click the ellipsis tool associated with that metric.
5. A new window called “Canned Messages” will appear. To create a canned message, click Add.
6. A new window called “Edit Message” will appear. Type in the canned message title and then type in what you would like the message to say.
   a. If you would like to add the agent or customer name in a message, click either the Agent Name button or the Customer Name button. This will insert a code snippet that will automatically use the right name when your customers and agents are web chatting.
7. When you are done, click OK.
8. In the Canned Messages window, you can determine what you would like the initial canned message to be. Click the dropdown arrow towards the bottom of the page and select your desired message. This will usually be a greeting.
9. When you are done, click OK.
10. If you would like to modify a message, in the Skill Definition window you would go to the Canned Messages metric, click the ellipsis tool, select the message you would like to modify, and click Edit.
11. A new window called “Edit Message” will appear. Go ahead and modify the text, and then click OK.
12. Click OK once more.
13. If you would like to delete a message, in the Skill Definition window you would go to the Canned Messages metric, click the ellipsis tool, select the message you would like to delete, and click Delete. Click OK.
14. Click OK once more and then click Save.