Use the Omnichannel Administration Utility to commission and maintain multimedia resources.

To assist agents with Chat contacts, you can use automatic phrases to configure text for agents to automatically insert in the text-based conversation. You can also configure page push URLs that are commonly sent to customers. The automatic phrases and page push URLs save the typing time of agents when they are communicating with customers.

The automatic phrases and page push URLs include the following:

• A Web On Hold URL group that creates a list of web pages sent to the customer’s desktop while the customer waits for an agent to respond to their initial contact.

• A Web On Hold comfort group that creates a list of messages sent to the customer’s desktop while the customer waits for a specified period for an agent to respond to their initial contact.

• A Chat comfort group that creates a list of messages sent to the customer's desktop while the customer waits for a specified period for an agent to respond to their initial contact or during the communication.