Smart Typing

Smart typing is a setting that tells your Mpower AgentClosed A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. to display a typing indicatorClosed An indicator that shows the contact that the virtual agent appears to be typing. E.g., a bubble with three moving dots. prior to sending a message. When smart typing is turned on, your Mpower Agent uses the content being sent to determine how long the typing indicator should display. The typing indicator display time changes automatically for messages with different character length, multimedia, rich content, or other actions. This helps make your Mpower Agent seem more like a real person.

Any messaging channel can use smart typing to pause before sending messages, but the ability to display a typing indicator is currently only supported by the following channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center.:

  • Facebook Messenger
  • Apple Messages for Business
  • Mobile SDK
  • Digital Chat
  • X (Twitter) (Direct Messaging channels only)

Toggle Smart Typing

Smart typing is enabled by default. You can always turn it on and off in Preferences. If it is off, however, you will need to manually set the typing indicatorClosed An indicator that shows the contact that the virtual agent appears to be typing. E.g., a bubble with three moving dots. duration for each individual message or action.

  1. In CXone Mpower, click the app selector and select Agent Builder.

  2. Click the Mpower Agent you want to work with.
  3. Click Preferences icon, which looks like a gear. in the left icon menu.
  4. On the Settings tab, click Smart Typing.
  5. Click the toggle to turn smart typing on or off. It is ON by default.