Configure Webex Support Options for Your Site in Cisco Webex Site Administration

Site administrators can set up frequently used replies for agents to use during customer chats.

Create Frequently Used Sentences and Groups

You can create a group of frequently used sentences that an agent can use during a support session. You can add new groups or sentences at any time.

    1Sign in to Webex Site Administration and go to Configuration > WebACD > Settings.
    2In the Chat Preferences section, select the Chat Phrase Library link.
    3From the Frequently Used Sentences Groups page, select Add New Group.
    4On the Group & Sentences tab, enter a group name.
    5To add a sentence group, in the Frequently Used Sentence section, select Add New Sentence.
    6In the Add Frequently Used Sentence window, enter a sentence name.
    7Enter your sentence content into the Sentence field.

    You can select variable options from the drop-down list to enter into your sentence.

    8To copy a frequently used sentence, select Copy from....
    9Select the sentence and edit it to create a new one.
    10Select Save.

    Associate Sentence Groups with Agents and Queues

    Once you have created frequently used sentence groups, you can associate them with specific agents or with specific support session queues. Both agents and queues can be assigned multiple frequently used sentence groups.

      1Sign in to Webex Site Administration and go to Configuration > WebACD > Settings.
      2In the Chat Preferences section, select the Chat Phrase Library link.
      3Select the group to be changed and select the Associated Agents and Queues tab.
      4To select your group to be associated with all agents and queues, select the check box.
      5In the Agents field, highlight the agents that you want to associate with the group, and then select Add.
      6In the Queues field, highlight the queues that you want to associate with the group, and then select Add.
      7Select Save.

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