Siebel Chat Guide > Working with Siebel Chat > Responding to an Incoming Chat >

Sending a Message

Agents have a global list of predefined message responses at their disposal to send to customers, as required, when handling chat interactions. In responding to chat requests, agents can type a message response or they can send a predefined message response, as described in the following procedure.

To use predefined message responses, you must set up frequently used text for Siebel Chat first, see Setting Up Frequently Used Text in Siebel Call Center for Siebel Chat.

To send a message

1. In the message input area of the chat pane, type in the message response, then click Send.
2. If required, send a predefined message response as follows:
   1. On the text button bar, click the Frequently Used Text button.
   2. Pick a frequently used text (FUT) option from the list that displays, then click OK.

Agents can formulate a message response using any combination of frequently used text and typed in text. Agents can also manually edit frequently used text before sending it. All responses that you send to a customer appear in the transcript area of the chat pane.