Agents have a new tool to increase their speed and effectiveness in conversations: chat commands. The menu can be navigated either by using the mouse or keyboard. Typing “/” (slash) on the beginning of chat messages will show the following options:
From the commands menu, the following options are available:
Canned Messages
Command: /c
All the canned messages will be easily available and show more details than before: there is an option to toggle the message categories which group different canned messages by subject. Also, message titles are available to summarize their content, as you can see in the image below:
Private Messages
Command /p:
Private messages can be sent by typing /p and the message afterwards. This change prevents the agent from sending a message to the wrong recipient by making it clear that the message being typed is private. See the image for an example:
Transfer
Command /t:
After entering the transfer command (/t), the agent has 3 or more characters to search for agents or skills available. All the filter options are still available and the interface has been streamlined to improve the process of transferring chats - take a look at an example below:
And, of course, any time that you want to be reminded about the commands available, click the “Command mode helper” on the bottom right of the chat to see the options available:
Creating New Entities Auto Associated with the Chat Activity
Command: /n
This command is available in version 3.1.0 and above. Agents can use this command to associate the Chat Activity records with CRM entities.
During a chat, the agent is able to create a new CRM Entity using the /n command. The Agent will be presented with a list of Entity types and once a record has been chosen and saved, it will automatically be associated with the current chat.
