IM Prompt Maintenance

From the main menu bar, click Handling > IM Prompt Maintenance. This allows administrators to add or modify IM prompts in the system.

Purpose

An IM prompt is pre-configured text that an agent can send to an IM session via the IM Prompts drop-down menu on the Agent Console.

IM prompts enable an agent to insert commonly used text into the IM chat window with a single click, rather than typing the text manually each time. For example, if an agent introduces herself the same way each day, a useful IM prompt might be, "Hello, my name is Rebecca. How can I assist you today?"

Actions

Miscellaneous

Search existing IM prompts using the search field (Figure 1).

Click the Delete icon to delete an existing IM prompt.

Figure 1 IM Prompts page

Create New IM Prompt

Create a prompt to make it visible in the drop-down menu on the Agent Console to immediately send that prompt’s text to a customer.

Click Create to create a new IM prompt. Edit the following fields to create a new IM prompt (Figure 2):

Prompt Name

Enter a name for the prompt. This name will appear in the IM Prompts drop-down menu on the Agent Console.

Prompt Text

Enter the prompt’s text. This text will appear in the IM chat window when the prompt is selected from the IM Prompts drop-down menu on the Agent Console.

Business Unit

Select a business unit to associate with the IM prompt.

After completing the fields, click Save to finalize the IM Prompt.

Figure 2 Create IM Prompt page

Edit Existing IM Prompt

Click the Edit icon to modify an existing IM prompt.

Edit the following fields (Figure 2):

Prompt Name

Enter a name for the prompt. This name will appear in the IM Prompts drop-down menu on the Agent

Prompt Text

Enter the prompt’s text. This text will appear in the IM chat window when the prompt is selected from the IM Prompts drop-down menu on the Agent Console.

Business Unit

Select a business unit to associate with the IM prompt.

After completing the fields, click Save to finalize the IM Prompt.