Working on a messaging interaction

Last Updated : Dec 30, 2024 |

About this task

You can view the messaging conversation with the customer from the Chat and Messaging widget.

Avaya Workspaces displays customer and agent messages in different colors so agents can differentiate between them.

Procedure

When you get a messaging interaction card, click to accept it.

Avaya Workspaces displays the Chat and Messaging widget.
In the Message customer field, type your message and click or press the Enter key.

The Chat and Messaging widget displays the message that you sent.
Optional To use an emoji, click and select the required emoji from the emoji popup.
Optional To use a rich interactive message from the Digital Library widget, click the respective option.
You can send the following types of preconfigured rich interactive messages from the Digital Library:
- Text messages (simple text, text with emojis)
- Carousel
- Messages with action buttons (postback, postback with link, reply)
- Location messages (location, location request)
- URL templates
- File templates
  
  The file attachments include graphical messages, document attachments, and video and audio files.
  
  The following file attachment types are supported:
  
  3g2, 3gp, 7z, amr, avi, bmp, docx, gif, jpeg, jpg, key, m4a, m4v, mov, mp3, mp4, mpeg, mpg, mpga, numbers, odt, ogg, pages, pdf, png, pps, ppsx, ppt, pptx, txt, wav, webm, webp, wmv, xlsx, xml, webp, jfif, oga, ogv, qt
Optional To work with the customer interaction, you can click any of the following from the navigation pane:
- : To view the customer information.
- : To view the customer journey.
- : To transfer the interaction to another agent or queue.
- : To view the list of participants involved in the interaction.
- : To access an external website configured for a Screenpop.
  
  Avaya Workspaces displays only those screenpops configured in Application Center Administration. Avaya Workspaces displays screenpops differently depending on the settings configured in Application Center Administration.
  
  If the account administrator enables the appropriate configuration in Application Center Administration after accepting the interaction, the Screenpop widget does one of the following:
  - Opens a new browser window with the configured external website.
  - Displays the Screenpop widget and then opens any external screenpops that are configured.
Optional Click .

Avaya Workspaces displays the Disposition Codes and Interaction Details menus. The disposition codes are used to report the outcome of the interaction.
Optional Click the Disposition Codes menu and click a disposition code.

You can set a disposition code for every interaction while the interaction is active.

Avaya Workspaces displays only those disposition codes configured in Application Center Administration.
Click to close the digital contact.