Messages

This help page is for Desktop Studio. This information is also available for Studio.

Delivers a message to one or more agents in the agent application. 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.

Note: You can use the Agent Messaging page in ACD to customize a message to agents in the agent application.

Tipos de scripts compatibles

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Propiedades de entrada

Estas propiedades definen los datos que utiliza la acción al ejecutarse.

Las propiedad

Descripción
Caption

Ingrese una frase corta que identifique de forma única esta acción en el script. La leyenda aparece en el lienzo del script debajo del ícono de acción. The default is the action name.

TargetType Seleccione el tipo de destinatario en el menú desplegable: Agent, Team, Station, Skill, Everyone.
TargetIDs El ID del objetivo, como un ID de agente o un ID de habilidad. No se usa si Target Type es Everyone. Se requiere de este campo si Target Type está configurado a cualquiera de las otras opciones. Para enviar un mensaje al agente que atendió la llamada, usar la variable {agentId}.
MessageText El texto del mensaje que desea enviar. Puede utilizar una variable para este campo.
DurationMin

For MAX:

Messages display as pop-ups in MAX for five seconds. After that time, they're available in the MAX message inbox. Configure DurationMin with the amount of time in minutes that you want messages to stay in the message inbox. The actual amount of time that messages stay in the MAX message inbox is determined by combining DurationMin and ExpireDateTime. There are four possible combinations: 

  1. DurationMin = null and ExpireDateTime > now

    The message remains in the MAX messages inbox until ExpireDateTime.

  2. DurationMin > 0 and ExpireDateTime > now

    The message remains in the MAX messages inbox until ExpireDateTime + DurationMin.

  3. DurationMin = null and ExpireDateTime = null

    The message remains in the MAX messages inbox for five seconds.

  4. DurationMin > 0 and ExpireDateTime = null

    The message remains in the MAX messages inbox for DurationMin.

For Agent Workspace (Agent) Suite applications:

For Agent Workspace (Agent) Suite applications, this is the amount of time in minutes you want the message to remain in the notification panel after the agent logs in. For example, if you enter 3 for DurationMin, the message remains in the notification panel for three minutes. In the Agent Workspace (Agent) Suite, all messages automatically display as pop-ups for five seconds.
Persistent No utilizado.
ExpireDateTime Determina una fecha y hora en que desaparece el mensaje de la bandeja de entrada de mensajes. Para MAX, este valor se suma a DurationMin para determinar cuánto tiempo permanece el mensaje en la bandeja de entrada.

Condiciones de la rama de resultados

Las condiciones de las ramas de resultados le permiten crear ramas en su script para manejar diferentes resultados cuando se ejecute una acción.

Condición

Descripción

Default

Recorrido a menos que el script cumple una condición que requiere uno de los otros poderes. También se considera si no están definidas las demás ramas de la acción.

OnError

Ruta tomada cuando la acción no se ejecuta correctamente. Por ejemplo, cuando haya un problema inesperado como una mala conectividad, errores de sintaxis, etc. La variable _ERR, con un único carácter de subrayado, debe llenarse con una explicación condensada del problema.

Formato de texto

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

color={colorvalue}

 The color attribute can contain the following values:
aquablackblue
dkgray
(dark gray)		fuchsiagray
greenlimeltgray (light gray)
maroonnavyolive
purpleredsilver
tealwhiteyellow
{decimal color}
(for example,
color=10990679

${hexcolor}
(for example, color=$31B94D)

 

size=[+/-]{pointsize}

Point size is relative or absolute; -9 is normal. For example, size=+2.

face={fontname}

 The face attribute can contain the following font types:
arialtimes (or times new roman)courier
verdanaimpactgeorgia
garamondsystemtahoma

<b>

Html bold styling.

<i>

Html italic styling.
<br> Creates a line break.