Agent Messaging

Required permissions: Agent Messaging Create

Agent messaging allows you to create short messages which appear to agents when they log in to their agent application. You can choose to send a message to one or more agents, to one or more teams, to one or more stations, or to everyone. The character limit is 1024 for these messages.

Create Agent Messages

The Create New Agent Message page in ACD, with fields for To, Subject, and Duration. Includes a text box and a Send Message button.
  1. Click the app selector icon of app selector and select ACD.

  2. Go to ACD Configuration > Agent Messaging.

  3. Click Create New.
  4. In the To field, select the type of message recipients from the drop-down.
  5. Select the checkboxes to the left of the possible recipients. You can Search for specific recipients if the list is long.
  6. Enter a value in the Subject field. This field can contain up to 100 characters.

  7. If you are using a Agent Suite application, use the Duration field to enter the number of minutes you want the message to remain in the notification panel after the agent logs in. In the Agent Suite, all messages automatically display as pop-ups for 5 seconds.

    The message displays as a pop-up for 5 seconds.

    The message is displayed as a pop-up. A red number 1 icon also displays next to the Notifications icon, indicating the number of messages the agent's received.

    Because its Duration has been set to 3, it remains in the notification panel for 3 minutes.

    When the agent clicks the Notification icon, the message appears.

  8. If you are using MAX, use the Expire Date and Expire Time fields:
    1. In the Expire Date field, enter a date. You can manually type a value or use the date picker. The default value is the current day.
    2. In the Expire Time field, enter a time. The value auto-formats as you type.
  9. In the Message field, type the body of the message. The body can contain up to 1,024 characters, including the HTML tags if you style your message. Each message contains one set of <P> </P> HTML tags at a minimum. The Characters field in the toolbar displays the current number of characters in the message. You can: 
    • Modify the text using the available formatting tools such as font family, font size, color, and so forth.
    • Select text and click the link Icon of two links of chain. to make it a hyperlink. Enter the full URL, including the http:// or https:// and click Save.
    • Click the piece of paper Icon of a piece of paper with HTML across it. to enter the message using HTML code. Enter your code in the HTML Source Editor window. Select Word Wrap to have text move to the next line when it reaches the end of the current line. Click Save to return to your message.
    • Select text and click the underlined T Icon of an underlined T with a small x. to remove all formatting from that text.
  10. Click Send Message.