Sending a Message

There is typically a global list of predefined message responses at your disposal to send to customers when handling chat interactions. In responding to chat requests, you can type a message response or send a predefined message response, as described in the following procedure.

To send a message

  1. In the message input area of the chat pane, type in the message response, and then click Send.

  2. If required, send a message using FUT (Frequently Used Text) matching as follows:

    1. On the text button bar, click the Toggle FUT button to enable FUT matching.

      After FUT matching is enabled, matching is based on input text by default but you can change this to filter on a different match field as shown in step 3.

      Note: FUT matching is disabled by default. The keyboard shortcut to enable or disable FUT matching is Ctrl+Shift+F.

    2. Type in your message.

      While typing in your message, any matches found appear in a drop-down list and any matched words show in bold.

    3. Click a suggested match to select and use that option.

  3. If required, filter FUT matching on a different match field as follows:

    1. On the text button bar, click the Change FUT Match Field button and then select one of the following:

      • Name. Select to filter FUT matching on FUT template name.

      • Type. Select to filter FUT matching on FUT template type (Greeting, body, or Closing).

      • Subject. Select to filter FUT matching on subject.

      • Text. Select to filter FUT matching on FUT template text.

      Note: FUT matching is based on input text by default. The keyboard shortcut to change the FUT match field is Ctrl+Shift+U.

    2. Type in your message.

      While typing in your message, any matches found appear directly in a drop-down list and any matched words show in bold.

    3. Click a suggested match to select and use that option.