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Adding common phrases


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Add the common phrases that a customer service representative (CSR) can select from during chat and messaging interactions.

To copy existing common phrases from another environment, or to copy individual common phrases, see the Importing and exporting common phrases section below.

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the list of Chat and messaging settings, click the Common phrases tab.

    You can either add a new common phrase or edit an existing common phrase.
  3. Add a new common phrase by performing the following steps:

    1. In the Phrases section, on the right side, click Actions Add phrase .

    2. In the Add phrase dialog box, in the Phrase name field, enter a short name for the phrase that clearly identifies the phrase to the CSRs.

      During an interaction, the CSR sees only this short name and must determine the correct common phrase to select based on this short name.
    3. In the Phrase category list, select the category to which this common phrase applies.

      During an interaction, the common phrases are grouped by category so that the CSR can more quickly find the appropriate response.
    4. To restrict the selection of a common phrase to customers with specific browser locales, select the language of the phrase in the Language list.

      Currently, the common phrases are only available in English.
    5. To restrict the selection of a common phrase to customers using a specific channel, select that channel in the Channel list.

      • To restrict the phrase to chat and messaging interactions only, select Chat.
      • To allow the phrase in all supported interaction types, select All.
    6. To exclude the phrase from Augmented Agent automatic responses, select the Exclude from auto response check box.

      Automatic responses are part of the Augmented Agent suggested replies feature.
    7. In the Phrase text field, enter the complete text that will be sent to the customer when the CSR selects this common phrase.

      To insert properties that will be populated at runtime, such as the CSR name or customer account information, complete the following steps:
      • Click Insert attribute.
      • Select the attribute category from the Refer to list.
      • Select the property name from the Attribute list.
      • Click Append.
      The Phrase text field shows a placeholder where the property will appear when the common phrase is sent.
    8. To train the Augmented Agent suggested replies feature to recognize when to suggest this common phrase to a CSR, complete the steps in the Seed customer utterances section of Configuring customer utterances to train the Augmented Agent.

    9. Click Submit.

      The system displays the Common phrases section.
    10. To save the changes to the newly-added phrase, click Save.

  4. Edit an existing common phrase by performing the following steps:

    1. In the Phrases section, click the phrase name that you want to edit from the available list of phrases. The system displays the Edit phrase dialog box.

    2. Repeat steps 3b to 3h above.

    3. Click Submit.

      The system displays the Common phrases section.
    4. To save the changes to the edited phrase, click Save.

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