Rich Message Settings for DFO

Rich Message Settings allows you to access setup for all available types of rich content in a single place. You can create content including a list picker, quick replies, or rich links and assign them to multiple channels at once. This capability allows you to assign rich content to Apple Messages for Business, Facebook Messenger, WhatsApp, Google Business Messages, and DFO Chat.

 

The Jungle at Classics has customers who use Apple Messages for Business, Facebook Messenger, and WhatsApp. Mowgli Kipling, the contact center administrator, takes advantage of this by creating interactive rich messages that help make his agents be more effective when chatting with customers:

  • Customers often ask about merchandise in The Jungle's online store. Agents can use a template to send pictures and links to the items customers have questions about.
  • Once a customer has decided on a book they would like to purchase, there may be options available for that book. For example, it may be available in hardback, paperback, or audiobook. Agents can send a list of these options for the customer to choose from.

Set Up Rich Messages

In order for agents to be able to select rich messages to send to contacts, you need to complete set up in Digital First Omnichannel. You must add a frontend component that displays in the agent console.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Rich Message Settings.

  4. Select and copy the URL under My Rich Messages.

  5. Click Go back to settings in the top left corner.

  6. Click the app selector and select Digital under Others.

  7. Click Custom Components under Account.

  8. Click Add frontend custom component.

  9. Enter the Url you copied from the Rich Message Settings page.

  10. Enter the desired Height in pixels for the frontend custom component. For example, you could enter 100 pixels.

  11. If you only want the custom component to appear for only certain channels, check the box next to the desired channels. If you don't select any channels, the custom component will display for all channels.

  12. Click Save.

Create Categories for Rich Messages

Categories allow you to organize rich messages so that agents can find them easily. When you create a rich message, you can assign a category to it. Categories are optional.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Rich Message Settings >  Categories.
  4. Click Create Category.
  5. Enter a Name for your category.
  6. Click Save.

Create List Picker Messages

List picker displays a list of items that contacts can choose from. You can add images and descriptions to appear with each list item. Agents can use these channels to send lists that contacts can select from. This helps contacts communicate their needs more quickly.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select List Picker and click Create Rich Message. The limitations for each channel list picker is available for will appear on this page when you select them as an option.

    Fields to create a List Picker Rich message

  6. Enter a Name for the template.
  7. If you're using them, select a Category from the drop-down.

  8. Enter Fallback text that will appear if the list picker cannot be sent.

  9. Enter a Title. This is what the contact will see when they receive a quick reply.

  10. Enter any other Text you may want to appear under the title of the list picker.

  11. Enter the Options you would like to display when a list picker is sent. You can click Add Option to add the desired amount of buttons you want to appear on the list.

    1. Enter the Button text you would like to display as clickable options for the contact to select.

    2. Enter any Postback identifiers you want APIs or bots to be able to use to collect information or take further action.

    3. Add a Description for any of the list items that may require additional context.

    4. If you want to Upload an Image or icon to display for a list item, click Choose file.

  12. When you are finished adding options, click Save.

  13. On the Points of Contact page, click Add next to each channel you would like to assign the list picker to. If you don't select any points of contact the list picker will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The list picker you created should now appear under My Rich Messages in Rich Message Settings.

Create Quick Replies

Agents can use quick replies to send contacts a question and options they can respond with. This helps identify the nature of the contacts needs quicker and helps avoid sending various messages back and forth.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select Quick Replies and click Create Rich Message. The limitations for each channel quick replies are available for will appear on this page when you select them as an option.

    Fields to create a quick reply for rich messages

  6. Enter a Name for the quick reply. This is what the agent will be able to see and select in the agent console.

  7. Select a Category.

  8. Enter Fallback text that will appear if the quick reply cannot be sent.

  9. Enter a Title. This is what the contact will see when they receive a quick reply.

  10. Enter the Options you would like to display when a quick reply is sent. You can click Add Option to add the desired amount of buttons you want the quick reply to show.

    1. Enter the Button text you would like to display as clickable reply options for the contact to select.

    2. Enter any Postback information you want to collect from the contact to be sent back to the server.

  11. When you are finished adding options, click Save.

  12. On the Points of Contact page, click Add next to each channel you would like to assign the quick reply to. If you don't select any points of contact the quick reply will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The quick reply you created should now appear under My Rich Messages in Rich Message Settings.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select Rich Links and click Create Rich Message. The limitations for each channel rich links are available for will appear on this page when you select them as an option.

  6. Enter a Name for the link. This is what the agent will be able to see and select in the agent console.
  7. If you're using them, select a Category from the drop-down.
  8. Enter Fallback text to appear if the rich link cannot be sent.
  9. Enter the Title This is what the contact will see when they receive the link.
  10. Enter a URL to include with the rich link.
  11. Click Choose file if you want to upload an image file to go with the rich link. The maximum file size is 200 KB.
  12. Click Save.

  13. On the Points of Contact page, click Add next to each channel you would like to assign the link to. If you don't select any points of contact the rich link will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The quick reply you created should now appear under My Rich Messages in Rich Message Settings.