Handle Cases in MAX

You can use the search feature in the MAX digital inbox to find 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.. You can find cases based on channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., customer name, keywords, agents who have worked on them, and more.

Get Cases

1. Click the app selector and select MAX.
2. Log in.
3. Set your MAX state to Available.
4. If your Routing Queue has Present Agent with Accept/Reject selected, incoming cases will automatically start being delivered to you. Otherwise, in the Digital Experience workspace, click Give me more in the assignment panel.

Reply Directly to a Case

If you don't have permission to reply directly to cases, you can reply using the approval process.

1. In your digital inbox Area where cases appear in the digital interaction workspace in an agent application., click a 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. to assign it to yourself and begin work. You can also click the tab for a case you worked on previously.
2. If your organization uses tags, you can click the add tag icon in the case header (to the right of the contact's name) to apply tags to the message.
3. If your organization wants agents to manually set the interaction sentiment, hover over the face icon and select a face that reflects the sentiment of the message.
4. Enter your response in the text area on the Reply tab. Depending on the channel, responses can include emojis, attachments, or both. If you want to use a quick reply, click Knowledge Base and select the quick reply you want to insert. You can then skip the next step.
5. Click the drop-down arrow in the Send button and select whether you want to send the response as pending, escalated or resolved. Then click the button.
6. If you intend to continue working on the case, don't close the case details tab. Continue to reply to the contact as needed until the case is complete or until you are completely finished working on it.
7. Close the case details tab. If you did not send the case as resolved, or if its status is set back to Open, it returns to the queue and is available for other agents to work on.
   Learn more about case statuses

   Status	Details
   New	The case has been started but not yet looked at by an agent.
   Open	An agent has opened the case and started to work on it but has not yet sent a reply.
   Pending	The agent is waiting on information from the customer. The agent replied to the customer and clicked Send as Pending.
   Escalated	The agent needs to access other internal resources, such as a supervisor or Tier 2 Support, to resolve the issue. The agent replied to the customer and clicked Send as Escalated.
   Resolved	The agent thinks the customer issue is resolved, and clicked Send as Resolved for the reply. Cases in this status can be reopened (changed to different status) if it turns out the issue needs more work.
   Closed	The case has been closed, either manually or automatically. Cases in this status cannot be reopened. If the customer contacts you again, a new case is started even if it's about the same issue.

Reply to a Case Using the Approval Process

The approval process allows you to reply to cases and have the reply reviewed and approved by someone else. For example, you might want someone else to review your reply to double-check your spelling. Or you might be dealing with a very frustrating case and want to make sure you're maintaining a professional tone.

If you don't have approval to reply directly to cases, you'll need to reply using the approval process. You can use the approval process even if you do have permission to reply directly.

1. In your digital inbox Area where cases appear in the digital interaction workspace in an agent application., click a case to assign it to yourself and begin work. You can also click the tab of a case you worked on previously.
2. If your organization uses tags, you can click the add tag icon in the case header (to the right of the contact's name) to apply tags to the message.
3. If your organization wants agents to manually set the interaction sentiment, hover over the face icon and select a face that reflects the sentiment of the message.
4. Enter your response in the text area on the Approval tab. Depending on the channel, responses can include emoji, attachments, or both. If you want to use a quick reply, click Knowledge Base and select the quick reply you want to insert. You can then skip the next step.
5. If you want to attach a note for the person reviewing your reply, select Add note. Type your note in the new text area.
6. Use the Approve by drop-down to select the queue Digital Experience equivalent of a skill; routes each contact to an agent assigned to handle that type of contact. to route the approval through.
7. Click Send for Approval.

Review a Pending Reply

Your administrator may give you permission to approve replies written by other agents. These are routed using the same queue Digital Experience equivalent of a skill; routes each contact to an agent assigned to handle that type of contact. and channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. assignments as regular 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.. Therefore, when you log in to MAX and get cases, you may see a mix of new cases and cases that are pending approval.

1. Click the case to open it.
2. Click the pending reply in the case history. This reply has an Approval tag.
3. Review the response.
4. You can make edits to the reply in the text area if appropriate.
5. If you want to send the reply to another person for review, you can reassign the case.
6. If you approve the reply, click Approve and reply.

Reassign a Case

1. In the upper right corner of an open case, click the Case Actions drop-down.
2. Select Assign to someone else.
3. In the pop-up, select a specific agent or queue. If you select a queue, any agent assigned to that queue can work the case.
4. In the Add Note field, you can enter additional information if needed.
5. Click Assign.

Send a WhatsApp Message

You can send a WhatsApp message outside of WhatsApp's 24-hour communication window. The people you contact must have given permission for you to contact them. They may have messaged your organization in the past. They may also have opted in to receiving communication from your organization.

When you create a WhatsApp message to send to a contact, you use message templates. Your administrator creates templates for the kinds of messages you need to send.

Some templates may be ready to send without any changes, but others need input from you. Templates that need input contain numbers surrounded by curly braces (for example, {{2}}). These numbers indicate places where you need to fill in missing information to complete the message.

1. In MAX, open your digital inbox and click Send Outbound Message in the assignment panel. You can also locate an existing WhatsApp case and reply to it.
2. Enter the phone number for the recipient. You can only send messages to customers who have previously contacted you by WhatsApp or who have opted in to receiving communications from your organization.

3. In the Message Templates pane on the right side of the screen, select the message you want to send from Choose template.

   View image of a customer chat

   
1. If the template requires no input from you, no empty text fields appear on the page. You can click Send and skip the rest of this task.
2. If there are empty text fields on the page, you need to provide the information that's missing from the message template. The missing information is represented by numbers surrounded by curly braces, like this: {{2}}.
   View image of a message template with variables

   

3. For each variable ({{2}}) in the template text, enter the information to complete the message. Enter the information in the fields below the template text, matching the number in the variable to the numbers next to the fields.
   View an example of a message template that's ready to send

   In this example, the message template text is: 

   Dear {{1}}, we are glad you chose our services. Please be reminded that your current account will expire on {{2}}. Your Account Manager is {{3}}. You can reach her via following number: {{4}}.

   You can see how the agent matched the numbers in curly braces to the numbered fields and filled in the missing information. The message is personalized for Josie and ready to send.

   

4. Verify the answers you provided in the fields and click Send when the message is ready.

Send a Message with Apple Messages for Business

Apple Messages for Business allows you to interact with contacts through iMessage. Your messages will appear in the contact's Messages application on their Apple device. On your side, the conversation will appear in the Digital inbox in MAX.

Use Message Templates

If your CXone Mpower administrator has configured message templates, they will appear in the Customer Card on the right. To use a message template, select one from the Choose template drop-down and click Send.