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Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat

Administrators can set up a library of message response templates (or frequently used text) for chat in Siebel Call Center where each template holds a predefined message response, which agents can choose to send to customers as required. When responding to chat requests, agents can access this library of predefined message responses by clicking the Frequently Used Text button in the message input area of the chat pane. For more information about responding to chat requests, see Responding to an Incoming Chat.

To set up predefined message responses for chat in Siebel Call Center, complete the steps in the following procedure. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up a library of frequently used text templates in Siebel Call Center for Siebel Chat

1. Navigate to the Administration - Communications screen, then the All Templates view.
2. Click New to create a frequently used text template and on the Simple tab, specify the following:

   Field	Description
   Name	The name of your text template.
   Channel Type	Select Chat as the channel type from the drop-down list.
   Template Type (Optional)	Select Greeting, Body, or Closing as required: A Greeting template type response can be: Hello. How may I help you? A Body template type response can be: A new version of Performance Test (PTE) is available, which must be used with Oracle Siebel builds starting from 10599. Get the new version of PTE from the following location: \\perfap05\Files\PerfBin\PTE\PerfTools.zip. Unzip PerfTools.zip to a folder on your local drive (for example, PerfTools). Note that Templates and Scripts folders are empty in the zip file, so you must copy your templates to a Template directory, and generated scripts to a Scripts directory. You must also copy your PTE.cfg to a bin directory. A Closing template type response can be: Thank you. Good bye.
   Language	Specify the language to be used in your text template.
   Locale	Specify the Locale Code for your country.
   Public (Optional)	Select this check box if you want the template to be made available to everyone outside the creator's organization. NOTE:  This check box is selected by default for chat.
   Pick Available Substitutions (Optional)	Select the Chat UI substitution object from the object drop-down list if you want to use any of the available Chat UI data substitutions when composing your text response. The available Chat UI data substitutions are: [Chat UI.Customer First Name] [Chat UI.Customer Last Name] [Chat UI.Employee Alias] [Chat UI.InputText] [Chat UI.Primary Owner Id]

3. Enter the text for your template into the message input area; the subject line is not used for templates.