Personalizing Chat

Access the Personalize Chat page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Universal Queue, and then Administration, and then Define MCF Agents, and then Agent Messages

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

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

Field or Control	Description
Response ID	Responses, except those that are identified by Other, are linked to specific events. These responses are always sent on these events from this agent. If an agent does not have a customized response for a specific event, the response is read from a default value that is set in the Message Catalog. The response text that is set here overrides the default text that is 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 message 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: This response applies only to collaborative chat. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator. End: If either party quits a chat after the chat is accepted, this message is displayed from the agent. Forward: If the agent forwards a chat session to another queue, this message is sent to the customer. Other: These messages 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) that are 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 that are identified by Other, are linked to specific events. These responses are always sent on these events from this agent. If an agent does not have a customized response for a specific event, the response is read from a default value that is set in the Message Catalog. The response text that is set here overrides the default text that is 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 message 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: This response applies only to collaborative chat. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator.
End: If either party quits a chat after the chat is accepted, this message is displayed from the agent.
Forward: If the agent forwards a chat session to another queue, this message is sent to the customer.
Other: These messages 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) that are 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.