TYPING INDICATOR

Displays a visual indication that the agent is typing, such as bouncing dots, to the contact The person interacting with an agent, IVR, or bot in your contact center.. This is helpful in scripts for virtual agents A software application that handles customer interactions in place of a live human agent., which wouldn't otherwise have typing indicators. Typing indicators help the virtual agent look more human. You can use this action with digital chat and any third-party chat applications that support typing indicators. The contact sees the typing indicator for the chat application being used.

Dependencies

• Using this action requires Digital Experience.
• Place this action just before the textmsg action or askcaller action. It should go after the actions that determine the message that the virtual agent is sending.
• Use a WAIT action after TYPING INDICATOR to specify how long you want the typing indicator to display. A wait of one to three seconds is typically long enough.
• The typing indicator stops when the script reaches Askcaller or Textmsg. You do not have to include a second TYPING INDICATOR action to disable the indicator unless you're pairing it with one or more WAIT actions to simulate the agent starting and stopping typing.
• If the contact sends a message while the typing indicator is active, the typing indicator will stop.

Supported Script Types

Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
Indicator *	Select TypingOn to enable the typing indicator. Select TypingOff to disable the typing indicator.

*Required

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
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 such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Tips & Tricks

Use this action with one or more WAIT actions before the textmsg action or askcaller action. You can use this to simulate the virtual agent starting and stopping typing as they pause to think or look up information.