Manage Cases

You can customize options related to Digital Experience cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. In Digital Experience a case can contain many smaller interactions that take place over a period of hours or even days.

Create Tags

You can define tags to categorize and prioritize cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Agents can apply tags to cases as they work on them. You can have Digital Experience automatically tag cases based on conditions you define in workflow automation. When you create filters for routing queues The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case., you can assign tags to have Digital Experience route cases based on certain tags.

If you use Guide, tag the visitors of your website according to things like what pages they view, how long they spend on a page, or how far down they scroll on a page. When a tagged visitor starts a chat interaction, their applied tags carry over to the contact in live chat Agents and contacts interact on a real-time basis or chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply.

1. Click the app selector and select ACD.

2. Go to Digital > Tags.

3. Click Add tag.

4. In the Title field, enter a name for the tag.
5. Click the Color drop-down to assign a color to the tag.
6. Click the Active drop-down and select Yes to activate the tag.
7. Click Save.

Create Quick Responses

Quick responses are pre-written responses that agents can use to respond quickly to frequently asked questions. They can be used with any Digital Experience channel, including social Public social media interactions, such as on Facebook or X and messaging Direct interactions using social media like X DM, WhatsApp, or Facebook Messenger channels.

1. Click the app selector and select ACD.

2. Go to Digital > Quick Responses.

3. Click Add in the top right corner.
   View image

   

4. Enter a Name for the quick response.
5. Click the Type drop-down to select Plain text, Dynamic content, Html text (editable in reply-box), or Complex html text (not editable in reply-box).
   Learn more about the types of quick responses available

   Quick Reply	Details
   Plain text	Use this for non-email channels. This quick response only supports plain text formatting.
   Dynamic content	Use this when creating a quick response for Stripe payments, appointment scheduling services, forms, or any authorized third-party domain.
   Html (editable in reply-box)	Use this in email channels. This quick response allows you to style and format content using basic text editing tools.
   Complex html text (not editable in reply-box)	Complex html is not editable in the reply box of the agent console. It cannot be modified because it can easily break formatting within the message. Consider using an html code validator to verify your text appears as intended.

6. Enter the Content of the quick response. If you want to insert variable text that the agent fills in before sending the reply to the contact, you can select an existing variable or create your own. When an agent selects the quick response, they must first fill in the text box with the correct data. For example, the agent might need to type their own name to insert it into a greeting. So instead of the message reading, Hi, my name is {agent_name}, it would say Hi, my name is {Clarissa}.
   1. To select an existing variable, click the box next to Show variables list to see the variable options. Copy the desired variable and paste it into the Content box.
   2. To create your own variable, enter the text you would like to use inside curly brackets. For example, you could enter {amount_owed} inside the Content box.

   Avoid using spaces in variable names. Agents using an Agent application may not be able to insert variables with spaces into a quick response. Use an underscore instead of a space between words or characters.

7. Click Save. You will be directed back to the Quick Responses details page, where you can add the quick response to channels and tags.

Create Custom Fields for Cases

You can create custom fields that provide information to agents. Custom fields for cases are visible in the case The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. information that appears in the agent application. You can also create custom fields that agents use to collect information.

1. Click the app selector and select ACD.

2. Go to Digital > Custom Fields.

3. Click Create new custom field for Case.
4. Enter an Ident for the field. This is the internal name that's used in the database. It must be all lowercase with no spaces. You can use an underscore character (_) to represent spaces.
5. Enter a Label for the field. This is the external name that shows in the case The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. details or on the precontact survey form.
6. Enter a Label Translation Key for the field. When used by components like Guide that have their own translation database, this key is used to look up the translation for the custom field label in the UI. When used with stand-alone chat, the translation must be provided during the initialization using the JavaScript API command setCustomTranslations.
7. Enter an Aria Label Translation Key for the field. When used by components like Guide that have their own translation database, this key is used to look up the translation for the Aria label attribute used by screen readers. When used with stand-alone chat, the translation must be provided during the initialization using the JavaScript API command setCustomTranslations.

8. In the Type drop-down, select from: Text, Email, Drop down list, Hierarchical, or Date picker.

   Learn more about these field types

   Field	Details
   Text	Allows the person completing the field to enter free-form text.
   E-mail	Requires that the data entered fit the format of an email address. Digital Experience only validates the formatting. It doesn't validate the email addresses that users enter.
   Drop down list	Allows you to provide a list of options for the person completing the field to select from. If you select this field type, in the Type values field you must enter the label translation key and Aria label Translation key in the following format: value|label|labelTranslationKey|ariaLabelTransletionKey.
   Hierarchical	Typically used with precontact survey forms. Hierarchical fields let the contact zero in on a specific product, problem, or other need. If you select this type, you will have an additional step to create the hierarchical structure after you save the custom field. When someone contacts The Jungle, a subsidiary of Classics Inc., they usually need help with one of the animals in the jungle. The contact center administrator, Mowgli Kipling, uses hierarchical fields in the precontact survey form to narrow their choices to Reptiles or Mammals. Then, he can narrow it down within Mammals to Cats, Monkeys, or Bears. And finally, he can narrow it within Cats to Shere Khan or Bagheera.
   Date picker	Allows contacts to select a date. This means form messages could be used to schedule appointments or collect other information such as a contact's birthday. For the Date input type select one of the following: Absolute: Requires the selection of an exact date from the calendar. This can be helpful for things like scheduling appointments or retrieving personal information like a birthday. Relative: Requires a value that signifies a number a days relative to when the contact is filling out the form. Values must start with + or - and a number between -9999 and -1 or +1 and +9999. For example, you could enter +2 to indicate two days from the current date. This can be helpful for things like determining general availability or how long it's been since a previous service. Configure the following fields: Minimum Date: The earliest date option a contact can select. The Minimum Date must be less than or equal to the Start Date and the Maximum Date. Maximum Date: The latest date option a contact can select. Start Date: The date that displays by default in the form message when the contact opens it. For example, the default option could display the current date or something like +0. The Start Date must be between the Minimum Date and the Maximum Date.

9. Configure the Autocomplete attribute. Enter any fields you want to suggest auto-fill options for. For example, you may want users to be able to select an auto-fill suggestion for their name, address, phone number, and so on.

10. You can enable any of the additional parameters for the field by using the toggles.

    Learn more about fields in this step

    Field	Details
    Required	When enabled, this field must be completed for every case.
    Is visible in post detail	When enabled, this field and its values are visible to agents when they view the details of a post A social media thread stems from one original post. A post can result in multiple threads from various contacts. or message. You may not want to make all fields visible to agents if they contain personal information.
    Is editable	When enabled, values in this field can be changed by the contact, an agent, or an automated process.

11. Click Save.
12. If you selected Hierarchical for the field Type, set up the hierarchical items:
    1. Click Edit items.
    2. Click Create value for custom field.
    3. For the first item, skip the Parent ID field.

    4. Enter a Value that will appear to the contact on the pre-chat form.

    5. Enter a Label for the field. This is the external name that shows in the case The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. details or on the precontact survey form.
    6. Enter a Label Translation Key for the field.
    7. Enter an Aria Label Translation Key for the field.
    8. Click Save.
    9. To create another top-level value, repeat the previous four steps. To create a child value, click Add item for the field value you just created, enter a Value, and click Save.
    10. Repeat these steps until you have added all values for the field.
    View image

    

Configure Auto-Closing

You can use the change case status job in workflow automation (WFA) to make sure resolved cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. are closed within the time limit you want. This relieves agents from having to remember to close cases, or from leaving them open indefinitely "just in case."

Enable Automated Language Translations

Digital Experience allows you to integrate RWS Language Weaver for automatic language translation. This allows agents using MAX or a Agent application to send and receive translated messages in real time. You must purchase the language pairs from RWS that you want agents to be able to use. Then you can enable automated language translations in Digital Experience.

1. Contact RWS to purchase and set up RWS Language Weaver with the language pairs that you want agents to be able to use. RWS is a third-party vendor. RWS Language Weaver is currently the only real-time translation tool you can integrate with Digital Experience.

2. Contact your Account Representative to have them enable automated language translation for your system.

3. Enable automated language translation in Digital Experience.

   1. Click the app selector and select ACD.
   2. Go to Digital > Points of Contact Digital.
   3. Click Automated language translations.
   4. Click the Translation vendor drop-down and select Language Weaver.
   5. Enter your RWS Client id.
   6. Enter your RWS Client secret.
   7. Click the Translation mode drop-down and select either Quality or Speed. If you select Quality, the automated translation will prioritize the quality of the translated message. If you select Speed, it will prioritize the speed of the response over quality.
   8. Click Save.

Search Cases

In the Digital portal, you can apply filters and search queries to quickly find interactions that meet certain criteria. Click the app selector and select Others > Digital > CRM to search for interaction details.

Apply Filters to a Search

Apply Queries to a Search

You can apply queries to a search to find specific interactions, messages, contacts, or threads. You can also search cases by the contact number, content, title, and author fields without using query language.

If you enter a series of numbers in the search bar without any additional terms or formatting, the CRM case search looks for your query in multiple places. For example, if you search "1234" instead of "caseId=1234", the case search includes results for values found in contact number, content, title, or author fields.

Click the search bar to view a drop-down list of available queries.