Messages
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Delivers a message to one or more agents who use the agent interface. The message can contain text only. Links and pictures are not supported. Messages is typically used to send a message to a single agent when they answer a contact. |
Supported Script Types
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Generic | Chat | Phone | Voicemail | Work Item | SMS | Digital |
Properties
Property | Details |
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TargetType | Select the recipient type from the drop-down: Agents, Team, Skill, Everyone, Contact. |
TargetIDs | The ID of the target, such as an agent ID or a skill ID. This is not used if TargetType is Everyone.To send a message to the agent who answered the call, use the {AGENTID} variable. |
MessageText | The text that is sent to the selected target when this action executes. You can use variables in this field. |
DurationMin |
The amount of time in minutes you want the message popover to be displayed. If the value is 0 or if this property is empty, the message displays for one minute, which is the default. After that time, it's available in the agents' message inboxes. To determine how long the message remains in the message inbox, MAX combines the DurationMin and ExpireDateTime. There are four possible combinations:
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Persistent | Not used. |
ExpireDateTime | Determines a date and time when the message disappears from the messages inbox. For MAX, this value is added to DurationMin to determine how long the message remains in the inbox. |
Branches
Branch | Details |
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Default |
Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined. |
OnError |
Path taken when the action fails to execute properly. For example, when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable (with a single underscore character) should be populated with a condensed explanation of the problem. |
Text Formatting
You can format the message text to emphasize or customize words or phrases. The text formatting is similar to HTML code. To change the color, typeface (font), or size of a section of text, surround the text with a FONT tag and add the attributes to the tag. Each attribute within the font tag must be separated by a single space. Do not enter a space between the attribute name or value - for example, <FONT color=red> is correct, and <FONT color= red> is incorrect. The table below lists all formatting options.
Formatting:
Beowulf,<b>great</b> hero of the <FONT face=times size=+1> Geats</FONT>, I beg you to display your
prowess by defending my hall,<FONT face=times>Heorot</FONT>, From the monster <FONT color=red
size=+2><i>Grendel</i></FONT>!
Output:
Beowulf, great hero of the Geats, I beg you to display your prowess by defending my hall, Heorot, from the monster Grendel!
Additional options when formatting text:
- Font attributes can be embedded: <FONT face=times>And thus, Beowulf slayed <FONT color=red size=+2>Grendel</FONT> and his monster mother.</FONT> The color and size attributes did not disturb the face attribute.
- Multiple font attributes may be specified in a single tag: All hail, Beowulf, <FONT size=+2 color=$000080 face=times>king of the Geats</FONT>! The one tag contains size, face, and color attributes.
- Bold and italic format changes are added outside of the font tag; for example: <FONT color=$FFD700><b>Beowulf</b></FONT> would generate "Beowulf".
The following table displays possible text formatting attributes and the availability within the Agent applications:
Attributes |
Description |
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color={colorvalue} |
The color attribute can contain the following values:
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size=[+/-]{pointsize} |
Point size is relative or absolute; -9 is normal. For example, size=+2. |
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face={fontname} |
The face attribute can contain the following font types:
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<b> |
Html bold styling. |
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<i> |
Html italic styling. |
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<br> | Creates a line break. |