Working on a messaging interaction

Last Updated : Dec 30, 2024 |
Prolog information
Metadata
Keywords:
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.
  1. When you get a messaging interaction card, click the Accept Messaging Interaction icon to accept it.
    ADDITIONAL INFORMATION:
    Avaya Workspaces displays the Chat and Messaging widget.
  2. In the Message customer field, type your message and click the Send icon or press the Enter key.
    ADDITIONAL INFORMATION:
    The Chat and Messaging widget displays the message that you sent.
  3. To use an emoji, click the Emoji icon and select the required emoji from the emoji popup.
  4. To use a rich interactive message from the Digital Library widget, click the respective option.
    ADDITIONAL INFORMATION:
    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
  5. To work with the customer interaction, you can click any of the following from the navigation pane:
    • the Customer Information icon: To view the customer information.
    • the Customer Journey icon: To view the customer journey.
    • the Transfer icon: To transfer the interaction to another agent or queue.
    • the User Conference icon: To view the list of participants involved in the interaction.
    • the Pop-out icon: 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.
  6. Click the Three Dots icon.
    ADDITIONAL INFORMATION:
    Avaya Workspaces displays the Disposition Codes and Interaction Details menus. The disposition codes are used to report the outcome of the interaction.
  7. Click the Disposition Codes menu and click a disposition code.
    ADDITIONAL INFORMATION:
    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.
  8. Click the End Interaction icon to close the digital contact.
Related links
Messaging
Async MessagingUsing the Customer Journey WidgetUsing the Basic Screenpop Widget