Difference between revisions of "Messages"

Revision as of 14:55, 18 November 2019

Messages are components used to configure the agent's reply.

Messages contains a text that will be used as the main response. If the channel is callcenter the text will be vocalized.

Each message can also have a media url that will be sent together with the text.

You can create multiple text variants from which the agent will select a random one by pressing the "Add new" button.

For text based channels the agent will also send a list of suggestion that will be displayed above the keyboard.

The action list is useful for the call center client and other custom clients. By example when implementing a native app custom client using the API integration you can send custom actions to the client that can trigger certain business logic, like turning on the flash. For callcenter integrations there are three supported actions:

• Stop
• Redirect:<phone_number>
• Hold

Other channel specific settings are available in the tab dedicated to that channel. For example the Callcenter channel have extra settings for handling silences with no user input.