Creating automatic phrases using Omnichannel Administration Utility

Last Updated : Nov 22, 2022 |

About this task

Configure automatic phrases by attributes. You can create a list of commonly used phrases for agents to insert into their Web communications contacts instead of typing individual responses.

To assist agents with Chat contacts, you can use automatic phrases to configure text for agents to automatically insert in the text-based conversation. The automatic phrases save the agent typing time when communicating with the customer.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click Web Chat.
  3. Click Auto Phrases.
  4. Perform one of the following steps:

    • From the drop-down list, select an existing Phrase Group.

    • In Name, type a name for the Phrase Group and click Create.

  5. In the Create Auto Phrase section, perform the following steps to create an Auto Phrase:
    1. In Name, type a name to represent the Auto Phrase.
    2. In Phrase Text, type the text that is commonly used for the contacts based on the selected attributes.
    3. Click Create.

      The system adds the Auto Phrase in the Phrase not in this group section.

  6. In the Phrase not in this group section, select the Auto Phrase and click the < button to add the Auto Phrase to the Phrase Group:

    The system moves the Auto Phrase in the Phrase in this group section.

  7. In the Edit Attributes section, select the required attributes that you want to add to the Phrase Group.
  8. Click Save.