Send Message

Automates message sending to customers. For example, you can send a message when a case is escalated or when a case is received after-hours.

Contact center administrator Mowgli Kipling wants to send an automatic welcome message whenever a contact opens a new case through a channel that is not chat. For a chat channel, he has the chat welcome message job already in place.

To accomplish this automated process in all other channels, Mowgli creates a case created trigger with the following conditions:

  • Included channels: allows him to specify the channels where the message will be sent.
  • Case direction: allows him to specify which cases will be tagged based on if they are inbound or outbound.

Then, he creates the send message job and adds it to the trigger. The send message job automatically changes the case status to resolved. Since this is a welcome message, the case still needs to be worked on. To fix this, Mowgli also creates a change case status job to put the status back to open after the send message job runs.

With this configuration, Digital Experience automatically sends a message to a contact immediately after they open a case in the specified channels, and the case remains open for an agent to work on.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to DFO > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Send message.
  6. Select an Author from the drop-down and enter the Message content.
  7. Click Save.

Add The Job to a Trigger

  1. Go to DFO > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.