This procedure is for Remote Support only.
You can create and save frequently used messages or questions for Remote Support agents to use during customer chat sessions. You can create sentence groups, which can be associated with specific agents or queues.
Step 1 Select . Step 2 In the Chat Preferences section, select the Chat Phrase Library link. Step 3 Create frequently used sentences and groups. Step 4 Associate sentence groups with agents and queues.
Create Frequently Used Sentences and Groups
You can create a group of frequently used sentences that an agent can use during a remote support session. You can add new groups or sentences at any time.
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 remote session queues. Both agents and queues can be assigned multiple frequently used sentence groups.