Defining Messages

Access the Messages page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then MCF Third-Party Agents, and then Messages

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

The Messages page displaying the Agent ID and Name and having the following editable fields: Response ID, Response Name, Description, and Response Text.

An agent can create personalized responses in addition to the system responses defined for each queue.

Field or Control	Description
Response ID	Responses, except those identified as Other, are linked to specific events. These responses, except for those identified Other, are always sent on these events from this agent. If an agent does not have a customized response for a specific event, it is read from a default response set in the Message Catalog. The response text set here overrides the default text set in the Message Catalog. Select from: Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This response appears when the agent accepts the abandoned chat. Accept: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question. If the chat request includes a question, the agent's Answer Question text is sent in response instead of the Accept response. Answer Question: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question. Deny: Only applies to collaborative chat. If an agent elects not to accept a chat, this response is automatically sent to the chat initiator. End: If either party exits a chat after the chat is accepted, this response is displayed from the agent. Forward: If the agent forwards a chat session to another queue, this response is sent to the customer. Other: These responses are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) defined for the queue.
Response Name	This name appears in the agent's template response drop-down list box.
Response Text	Enter the response text to appear in the chat window.

Field or Control

Description

Response ID

Responses, except those identified as Other, are linked to specific events. These responses, except for those identified Other, are always sent on these events from this agent. If an agent does not have a customized response for a specific event, it is read from a default response set in the Message Catalog. The response text set here overrides the default text set in the Message Catalog.

Select from:

Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This response appears when the agent accepts the abandoned chat.
Accept: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question. If the chat request includes a question, the agent's Answer Question text is sent in response instead of the Accept response.
Answer Question: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question.
Deny: Only applies to collaborative chat. If an agent elects not to accept a chat, this response is automatically sent to the chat initiator.
End: If either party exits a chat after the chat is accepted, this response is displayed from the agent.
Forward: If the agent forwards a chat session to another queue, this response is sent to the customer.
Other: These responses are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) defined for the queue.

Response Name

This name appears in the agent's template response drop-down list box.

Response Text

Enter the response text to appear in the chat window.