Configure Webex Support Options for Your Site in Cisco Webex Site Administration
During customer chats, site administrators can set up commonly used replies that can be used by agents by simply clicking on the appropriate box.
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Create Frequently Used Sentences and Groups
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Associate Sentence Groups with Agents and Queues
Create Frequently Used Sentences and Groups
During a support session, an agent can use a set of frequently used sentences that have been categorized into groups. Adding new groups and sentences is something that you can do at any time.
- Go to Configuration > WebACD > Settings within Webex Site Administration, and then sign in to your account.
- Click on the Chat Phrase Library link under the Chat Preferences section.
- The first step is to select Add New Sentence Group from the Frequently Used Sentences page.
- Please enter a name for the group under the Groups & Sentences tab.
- You can add a sentence group by selecting Add New Sentence from the Frequently Used Sentences section.
- When you click on Add Frequently Used Sentences, you will be prompted to enter a name for the sentence.
- The sentence field is where you will enter the content of your sentence.
If you click on the drop-down list, you will be able to select variable options to enter into your sentence.
- Select Copy from the menu to make it easier to copy frequently used sentences.
- In order to create a new sentence, you will need to select the sentence and edit it.
- Click on the Save button.
Associate Sentence Groups with Agents and Queues
In order to get the most out of our support session queues, we suggest creating frequently used sentence groups in advance and associating them with specific agents or specific support sessions. Multiple frequently used sentence groups can be assigned to both agents and queues.
- Go to Configuration > WebACD > Settings within Webex Site Administration, and then sign in to your account.
- Click on the Chat Phrase Library link under the Chat Preferences section.
- Choosing a group to change and selecting the Associated Agents and Queues tab will allow you to make the change.
- The checkbox to be associated with all agents and queues can be selected if you want your group to be associated with them all.
- You will want to highlight the agents you want to attach to the group in the Agents field, and then you will want to select the Add option.
- If you want to associate a queue with a group, you should select Add from the Queues field and select the queue you want associated with the group.
- Click on the Save button.