Create Frequently Used Sentences and Groups

Site administrators can create a group of frequently used sentences that an agent can use during a support session. New groups or sentences can be added at any time.

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to WebACD and select Settings.

4

Go to the Chat Preferences section, and select the Chat Phrase Library link.

5

From the Frequently Used Sentences Groups page, click Add New Group, enter a group name, and click Save.

6

To add a sentence group, in the Frequently Used Sentences section, click Add New Sentence.

7

In the Add Frequently Used Sentence window, enter a sentence name, and then enter sentence content in the Sentence field.

Variable options can be selected from the drop-down list to place into the sentence.

8

To copy a frequently used sentence, click Copy from..., select the sentence, and click Copy to make a duplicate that can be edited.

9

In the Copy From Frequently Used Sentences window, select the sentence and click Copy to make a duplicate that can be edited.

10

Click Save.

Associate Sentence Groups with Agents and Queues

Once a site administrator has created frequently used sentence groups, they can be associated with specific agents or with specific support session queues. Both agents and queues can be assigned multiple frequently used sentence groups.

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Webex Support, go to WebACD and select Settings.

4

Go to the Chat Preferences section, and select the Chat Phrase Library link.

5

Select the group to be changed and choose the Associated Agents and Queues tab.

6

To select the group to be associated with all agents and queues, select the check box.

7

In the Agents field, highlight the agents that are associated with the group, and then click Add.

8

In the Queues field, highlight the queues that are associated with the group, and then click Add.

9

Click Save.