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applebcsession.emojis-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Any valid busines attribute name.
Changes Take Effect: At the next interaction


Valid Name of Business Attribute containing emojis.

applebcsession.transcript-interactions-count

Section: interaction-workspace
Default Value: 20
Valid Values: Any integer from 1 to 1000
Changes Take Effect: At the next interaction


The number of previous chat sessions that are shown when the Agent clicks "See older messages...".

Using the Apple Business Chat Plugin for Workspace Desktop Edition

This section describes using Workspace Desktop Edition to receive and handle interactions coming from the Apple Business Chat channel of Genesys Messaging Apps.

Receiving and Handling an Inbound Apple Business Chat Interaction

If you are the selected internal target of an inbound Apple Business Chat interaction, you receive a notice on your workstation desktop. You can decide to accept or reject the interaction.

ES MessAppsGuide ABCInteraction.png

If you accept it, the Apple Business Chat Interaction window is displayed. The Apple Business Chat Interaction window contains information about the interaction and the controls that you need to complete the interaction.

ES MessAppsGuide ABCPlugin.png

The message area appears similar to a smartphone-based messaging app client:

  • Client messages are left-aligned.
  • Agent messages are right-aligned.
  • Errors are centered.
  • The date for when the session started is centered.
  • The customer sees a typing notification when the agent is writing a message, as shown below.

ES MessAppsGuide ABCTyping.png

If the customer's contact information matches an entry in your contact database, the customer's name appears in the message area. Otherwise, a default nickname appears.

Additionally, if the customer previously contacted your company using Apple Business Chat, these previous interactions appear in the message area. Depending on your settings and the number of previous messages, you might need to click see older messages... to see previous Apple Business Chat messages from the current contact. Records of previous Apple Business Chat interactions, as well as records of other interaction types, also appear in the Contact History view in Workspace.

Important

Lesson: Handling an inbound Apple Business Chat interaction

Purpose: To handle an inbound Apple Business Chat interaction properly.

Prerequisites

Start

  1. A preview of the inbound interaction is displayed on your workstation desktop in an interactive-notification view. The Interaction Preview contains a summary of information that pertains to the interaction, including contact information and type of interaction. The Interaction Preview might also contain Case Information, which is part of the case data about the interaction.
  2. You can choose to accept or reject the interaction in the Interaction Preview by performing one of the following steps:
    • Click Accept to display the interaction.
    • Click Reject to return the interaction to the queue.
    • Do nothing. The interaction will time out and be redirected.
  3. To reply to the message, just enter text in the message area. You can copy and paste selected text.
  4. (Optional) If necessary, you can transfer the conversation to another agent.
    1. Click ES MessAppsGuide ABCTransferIcon.png to select the type of target.
    2. Click the magnifying glass to search by name or phone number.
Tip
For more information on transfers, refer to the Workspace documentation topic Lesson: Starting an instant SMS transfer, which is similar to the Apple Business Chat procedure.

End

Next Steps

  • You may wish to use some of the the features in described in Apple Business Chat Functionality and Workspace Functionality below. When you are finished, click Done to stop the current interaction.The information is saved in the contact history and the Apple Business Chat Interaction window is closed. You can also set a disposition code.

Using workbins

Important
This section applies only to Apple Business Chat 9.0.001.05 releases and higher.

Your company might use workbins to manage Apple Business Chat interactions. A workbin is like a queue in which you can store interactions that are to be handled later. Additionally, when you log out, open Apple Business Chat interactions are transferred to a workbin for later use. If a customer resumes one of these interactions, it is automatically removed from the workbin and transferred to an available agent.

Click ES MessAppsGuide ABCWorkbinIcon.png to transfer the interaction to a workbin. The interaction closes in Workspace but the session remains active in the background (server-side) and for the end customer.

To retrieve the interaction from the workbin, select the interaction and click Open, as shown below:

ES MessAppsGuide ABCWorkbin.png

Important
An agent cannot contact a customer after the customer deletes the Apple Business Chat session from his or her device. This event is reported in the Apple Business Chat transcript, as shown below:
ES MessAppsGuide ABCAsyncUserLeft.png

Standard Response Library

You can use the Workspace Standard Response Library to insert prepared replies into your conversation. Text is sent first in a separate message, followed by attachments (if any). You can click the X above an attachment file to remove it from the response.

You can also use standard responses to insert structured messages that use Apple Business Chat-specific features, such as

These features are described in more detail below.

Tip

Apple Pay

This response allows customers to pay for a purchase using Apple Pay.

You use this feature in the same way you would use a standard response. In the Responses tab, select the standard response that uses the Apple Pay feature.

The customer receives the message and provides a response.

Customizing the Apple Pay message

Select the Apple Pay message to access the following tabs and settings:

  • Payment Request tab
    • Label—This column contains one or more line items for which the customer must pay.
    • Amount—This column specifies the price for each line item.
    • Total Label—The name of the field that shows the total price.
    • Total Amount—The total amount of the line items for which the customer must pay.
  • Shipping Methods tab
    Important
    This tab is hidden if your administrator has not configured shipping methods in eServices Manager.
    • Label—This column contains one or more shipping methods that the customer can choose.
    • Detail—This column provides more information about each shipping method.
    • Amount—The cost for each shipping method.
  • Extra Information tab
    • Information in this tab might vary depending on your configuration. Ask your administrator for additional information.
  • Received Message tab
    • These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.

Custom Extensions

Important
Custom extensions are unique to each customer. Therefore, the information in this section might not apply to all customers.

Custom extensions are custom-built iMessage or iOS apps that provide extended functionality. For example, your company might have an app that helps customers to access additional information on your server, such as account information.

You use this feature in the same way you would use a standard response. In the Responses tab, select the standard response that uses the Custom Extension.

The customer receives the message and selects a response.

Configuring the Custom Extension

Select the Custom Extension to access the following tabs and settings:

  • Custom Extension tab—The information on this tab is specific to your custom extension. At a high level, the information you see here specifies the parameters and values used by the custom extension. Do not modify this information unless directed to do so by a manager or supervisor.
  • Received Message tab—These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.

Date Picker

The Date Picker feature enables you to provide the customer with a list of dates from which to make a selection. For example, you might provide a list that prompts the customer to choose a date for scheduling a service call.

You use this feature in the same way you would use a standard response. In the Responses tab, select the standard response that uses the Date Picker feature.

The customer receives the message and selects a response.

ES MessAppsGuide ABCDatePicker1.png

Customizing the Date Picker

Select the Date Picker to access the following tabs and settings:

  • Event tab
    • Title—Provide a title for the Date Picker message.
    • Location—(Optional) Describe a location for the Date Picker event.
    • Latitude—(Optional) Provide a latitude for the location.
    • Longitude—(Optional) Provide a longitude for the location.
    • Radius—(Optional) The location radius, in meters. If the latitude and longitude fields are missing or empty, this field is ignored.
  • Timeslots tab
    • Click Add to add a timeslot. In the StartTime field, select a date and time for the timeslot. Go to the Duration section to specify the length of the timeslot.
    • You can click Add to add another timeslot. To delete a timeslot, select the timeslot and click Remove.
  • Received Message tab
    • These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.
  • Reply Message tab
    • These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.
Important
The Title and Duration fields are only presented to customers when they add the event to their calendar.

List Picker

The List Picker feature enables you to provide the customer with a list of options from which to make a selection. For example, you might provide a list that prompts the customer to choose a reward or a particular type of credit card.

You use this feature in the same way you would use a standard response. In the Responses tab, select the standard response that uses the List Picker feature.

The customer receives the message and selects a response.

ES MessAppsGuide ABCListPicker1.png

Customizing the List Picker

Select the List Picker to access the following tabs and settings:

  • List Picker tab
    • Multiple Selection—Select this option to allow the customer to choose more than one item from the list.
    • Right-click on an object in the list section to access a contextual menu with the following options:
      • Add Section—Add a new section to the list.
      • Add Item—Add a new item to the selected section.
      • Remove Section or Remove Item—Remove the selected section or item.
      • Move Up—Move the selected object higher in the list.
      • Move Down—Move the selected object lower in the list.
    • Title—Provide a title for the List Picker message.
  • Received Message tab
    • These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.
  • Reply Message tab
    • These settings are typically pre-configured in the standard response. Only change these settings if directed to do so by a supervisor or manager.

Attachments

Click ES MessAppsGuide ABCAttachIcon.png to attach a file. You can also receive attachments.

  • Click the corresponding icon in the transcript area to display or play the attachment.
  • Right-click the icon and select Save as... to save the attachment.
Important
  • The file size of an attached file must be smaller than 100 MB.
  • The size and type of file that you can attach or receive might be further limited by your configuration.

The following attachment types are supported:

  • Non-multimedia files—Non-multimedia files are opened by the default application for that file type.

ES MessAppsGuide ABCNonMM.png

  • Audio—An audio attachment icon appears in the message area. Select the icon to open the audio file.

ES MessAppsGuide ABCAudio.png

  • Images—A preview of the image appears in the message area. Select the image to open the image.

ES MessAppsGuide ABCImage.png

  • Videos—A video attachment icon appears in the message area. Select the icon to open the video.

ES MessAppsGuide ABCVideo.png

Emojis

Apple Business Chat provides a set of emojis that you can use in chat interactions.

  1. Click the smiley-face icon to get a selection window.
  2. Select an emoji.
  3. When you select an emoji, it appears in the message area.

ES MessAppsGuide ABCEmojis.png

Important
The emoji offering is determined by the setting of the applebcsession.emojis-business-attribute option. If there are no emojis configured or no section specified in applebcsession.emojis-business-attribute option, the ABC plugin displays a default set of emojis.

Web links

All URL links are shown as hyperlinks in the chat window. Click on a link to open it in the system default web browser.

Other Workspace Functionality

While you are interacting with your Apple Business Chat contact, you can use the general Workspace functionality in the Apple Business Chat Interaction window.
Important
Some of the procedures and tasks below are media-specific, but you can apply the information when working with Apple Business Chat interactions.
  • Use the Note to attach a note to the interaction history. See Managing Contact History.
  • View Case Information for the current interaction.
  • View and manage contact history. See Managing Contact History
  • View and manage contact information. See Lesson: Finding and viewing an interaction in the contact database.
  • Your account might be configured to let you assign an interaction with an unknown contact to a known contact in the contact database by using the Manual Contact Assignment feature.
  • Use the Standard Response Library for pre-written text for replies and comments. Click the vertical Responses button, as shown in the Using The Standard Response Library lesson.
  • Cross over into another media channel. If, as an agent, you learn other contact information, such as a contact's phone number or email address, you can manually enter this information on the Information tab. The corresponding choice for other media channels is then displayed when you click the Party Action menu that is next to the name of the contact. You can then reply by using a voice call, an email, an SMS message, or any other supported media channel for a Apple Business Chat contact. Workspace displays a drop-down list of available channels to access a contact.
  • If you want to transfer the interaction to another internal target or consult with another internal target about the interaction, you can perform the following functions:

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This page was last modified on October 12, 2018, at 16:04.