Creating automatic phrases for Messaging

Last Updated : Jul 13, 2022 |

About this task

Use this procedure to create automatic phrases for a phrase group. Instead of typing individual responses, you can create a list of commonly used phrases for a user group and insert an instant message.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click Web Chat/Messaging > Auto Phrases.
  3. In the Create Phrase Group section, in the Name field, type a name for the phrase group and click Create.
  4. In the Auto Phrases section, move the required phrases from the Phrases not in group list to the Phrases in group list by clicking the < button.
  5. Optional To create a new phrase text, do the following:
    1. In the Create Auto Phrase section, in the Name field, type a name for the automatic phrase.
    2. In the Phrase Text field, type the text that is commonly used for the contacts based on the selected group.
    3. Click Create.

      The newly created phrase appears in the list.

  6. Optional To edit a phrase in the Phrases not in group list, do the following:
    1. Select a phrase from the Phrases not in group list.
    2. Click Edit.
    3. In the Update Auto Phrase section, in the Name field, type a name for the automatic phrase.
    4. In the Phrase Text field, type the text that is commonly used for the contacts based on the selected group.
    5. Click Update.
  7. In the Edit Attributes section, select the required attributes.

    For example, select Language.English.

  8. Click Save.