Using a messaging interaction card

Last Updated : Mar 08, 2022 |
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  1. When you get a messaging interaction card, click the Accept interaction icon to accept the messaging interaction.
    ADDITIONAL INFORMATION:
    The system displays Messaging and Customer History Search widgets. The Messaging widget displays the messaging conversation with the customer.
    In addition to Messaging and Customer History Search widgets, a messaging interaction includes the Sample Library widget, which is not part of the standard layout and is shipped only as a sample widget. The Sample Library widget is only an example. Customers must create their own rich media content widget and host it as a third-party custom widget.
    Messaging and Customer History Search widgets highlight customer, Chatbot, and agent messages in different colors, so that agents can easily differentiate between the messages. The widgets also display customer messages as left-aligned whereas Chatbot and agent messages as right-aligned.
  2. In the Type a message field, type your message and click the Send icon or press the Enter key.
    ADDITIONAL INFORMATION:
    The 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 Sample Library widget, click the respective option.
    ADDITIONAL INFORMATION:
    You can send the following types of rich interactive messages:
    • Text
    • Text with emojis
    • Images, GIFs, stickers
    • Audio and video clips
    • Location
    • Carousel
    • Location request
      Note:
      Not all rich interactive message types are supported by all social messaging platforms.
  5. To work with the customer interaction, you can click any of the following from the navigation pane:
    • Customer Information: To view information about the customer.
    • Customer Journey: To view the customer journey.
    • Customer History Search: To view previous interactions with the customer.
    • Screenpop: To access an external website configured for a screenpop.
      The system displays only those screenpops contained in the data groups that are assigned to the agent in Avaya Control Manager. The system displays screenpops differently depending on different settings configured in Avaya Control Manager. If the administrator has enabled the appropriate configuration in Avaya Control Manager, after accepting the interaction, the screenpop feature does one of the following:
      • opens a new browser window with the configured external website
      • brings the screenpop widget in focus
      • displays the screenpop widget and then opens any external screenpops that are configured
    • Transfer interaction: To transfer interaction to an agent or service.
      The file transfer button () is located on the input bar. You can transfer a single file at a time. Clicking () icon, you also get options to send audio and video recordings, which are specific to messaging channel only. The file-size limitations or file-type limitations are configurable in Avaya Control Manager. The maximum file size is configured by the administrator and can vary depending on the social messaging platform of the conversation.
  6. Click the More icon.
    ADDITIONAL INFORMATION:
    The system displays the Work Codes and Disposition Codes menu and the Interaction details. The work codes are used to report the type of work done during the interaction. The Disposition Codes are used to report the outcome of the interaction.
  7. Click the Work Codes menu, and click a work code.
    ADDITIONAL INFORMATION:
    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.
  8. 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 or immediately after the interaction ends during After Call Work time.
    Note:
    Disposition code set during ACW is not stored in Customer Journey.
    Supervisors can set disposition codes on observe, coaching, or barge legs of interactions only when they are active on the interaction.
    The system displays only those disposition codes contained in the data groups that are assigned to the agent in Avaya Control Manager. Based on the configuration set by your administrator, you might have to set a disposition code before ending an interaction.
  9. To view information about the interaction, click the More icon, and then Interaction Details menu.
  10. Click the Close icon to close the digital contact.