Smart Typing

Smart typing is a setting that tells your bot to display a typing indicatorClosed A bubble with three moving dots. Shows the customer that the bot appears to be typing. prior to sending a message. When smart typing is turned on, your bot 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 bot 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 channels:

  • Facebook Messenger
  • Apple Messages for Business
  • Mobile SDK
  • Digital Chat
  • 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 A bubble with three moving dots. Shows the customer that the bot appears to be typing. duration for each individual message or action.

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

  2. Click the bot 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.