Defining Chat Responses

Access the Chat Responses page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Universal Queue, and then Configuration, and then Define MCF Queues, and then Chat Responses

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

The Chat Responses page displaying the queue ID and having the following editable fields: Contact Type, Response Name, Description, Response Text

Chat responses that are specified on this page are available to all agents who are signed in to this queue.

Field or Control Description

Contact Type

Select one of the following contact types:

  • Chat

  • Email (not currently supported)

  • Generic (not currently supported)

Response Name

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

All chat responses 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.