The Digital Library widget consists of the global templates and the templates that are associated with queues. Account administrators can configure the templates in Application Center Administration.

In Avaya Workspaces, represents the global templates and represents the templates that are associated with the same queue received in the interaction card. Agents can choose these preconfigured templates when handling an interaction.

Interaction widget

The interaction widget displays the chat, customer email, and messages interactions.

Email Template Selector widget

The Email Template Selector widget contains list of templates that the agent can select and add while composing an email. Agents can preview the template description by hovering over the template.

Quick Text widget

The Quick Text widget displays frequently-used text with information to process the customer’s request through out the interaction. The widget appears for chat, messaging, and email interactions.

Quick texts are configuration phrases for use when handling chat, messaging, and email interactions. Agents can select and insert these texts while responding to customer interactions. Text templates can help save time and maintain consistency.

URL templates widget

The URL templates widget contains a configured web page link that agents can use to send replies to customer chat, messaging, and email contacts.

File templates widget

Agents can select file attachments to send replies to customer email and messaging contacts.

Transfer templates

When an agent receives an interaction that was transferred through a queue, they can view a list of published templates. These templates are associated to the queue through which the interaction was transferred along with the global queues.

When an agent transfers an interaction to another agent, they can view a list of published templates, which are associated to the queue through which the interaction was transferred along with the global queues.

If an agent transfers an interaction card to another agent, the interaction card displays the associated templates even if the agents are not associated to that queue.