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. Note the following about using frequently used text (FUT) and composing a message response:

• You can formulate a message response using any combination of FUT and typed in text.
• You can manually edit the FUT before sending the message response.
• All responses that you send to a customer appear in the transcript area of the chat pane.

To use predefined message responses, you must set up FUT 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 message response using FUT matching as follows:
   1. On the text button bar, click the Toggle FUT button to enable FUT matching.

      After FUT matching is enabled, matching is based on input text by default, but you can change this to filter on a different match field as shown in Step 3.

      NOTE:  The keyboard shortcut to enable or disable FUT matching is Ctrl+Shift+F. FUT matching is disabled by default.

   2. Type in your message.

      While typing in your message, any matches found appear directly in a drop-down list and any matched words show in bold.

   3. Click a suggested match to select and use that option.
3. If required, filter FUT matching on a different match field as follows:
   1. On the text button bar, click the Change FUT Match Field button and then select one of the following:
      • Name. Select to filter FUT matching on FUT template name.
      • Type. Select to filter FUT matching on FUT template type (Greeting, Body or Closing).
      • Subject. Select to filter FUT matching on subject.
      • Text. Select to filter FUT matching on FUT template text.

        NOTE:  The keyboard shortcut to change the FUT match field is Ctrl+Shift+U. FUT matching is based on input text by default.

   2. Type in your message.

      While typing in your message, any matches found appear directly in a drop-down list and any matched words show in bold.

   3. Click a suggested match to select and use that option.