Defining Canned Queue Messages

Access the Message page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then MCF Third-Party Queues, and then Message

This example illustrates the fields and controls on the Message page. You can find definitions for the fields and controls later on this page.

The Message page displaying the Queue ID and Description and having the following editable fields: Contact Type, Response Name, Description, and Response Text.
Field or Control Description

Contact Type

Select one of the following contact types:

  • Chat

  • Email

Response Name

The response name appears in the agent's Template Messages drop-down list box for all agents who belong to this queue.

All messages are downloaded when the agent launches the agent chat console by accepting a customer chat. Template messages are not available in collaborative chat.

Response Text

The specified message appears in the client chat window when selected by the agent.