Creating automatic phrases

Last Updated : Jun 02, 2020 |

About this task

You can create automatic phrases for a phrase group. You can create a list of commonly used phrases for a user group to insert into their instant message or web chat contacts instead of typing individual responses.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click Web Chat/Messaging.
  3. Click Auto Phrases.
  4. In the Group Phrases section, select the phrase group.

    Click Delete if you can want to remove a group phrase.

  5. Optional You can also create a new group phrase. To create a new phrase group, do the following:
    1. In the Create Phrase Group section, in the Name field, type a name for a phrase group.
    2. Click Create.
  6. In the Auto Phrases section, review and choose an existing phrase from the Phrases not in group box and click to move the phrase to the Phrases in group box. Click to exclude the phrase from the group.

    To create a new phrase text, do the following:

    • In the Create Auto Phrase section, in the Name field, type a name for the automatic phrase.

    • In the Phrase Text field, type the text that is commonly used for the contacts based on the selected group.

    • Click Create. The newly created phrase appears in the list.

    To edit a phrase in the Phrases not in group box, do the following:

    • Select a phrase from the Phrases not in group box.

    • Click Edit.

    • In the Update Auto Phrase section, in the Name field, type a name for the automatic phrase.

    • In the Phrase Text field, type the text that is commonly used for the contacts based on the selected group.

    • Click Update. The updated text appears in the list.

  7. In the Edit Attributes section, select the required attributes.

    For example, select Language.English.

  8. Click Save.