Creating chat aids

A support agent or system administrator can create chat aids to assist in a chat session with a self-service user. To create a quick text or a question script to use as a chat aid, the agent or administrator selects an option at the bottom of the Virtual Chat Administration Console. Chat aids can be used only by the person who creates them.

To create a quick text

Quick text questions are common questions that agents ask users, such as How are you today? or What is the problem?

  1. In an active chat session, click the Quick Text menu.

  2. Select Add New Quick Text.
    The Remedy Chat Quick Text dialog box appears.
  3. (Optional) Select a group to which you want to add the quick text question. For example, select Customer Greetings.

    Note

    Quick text groups are available only if configured by the system administrator.

  4. Type the message in the Quick Text box.
  5. Click Save.
    The quick text is saved and is available to send to self-service users.

To create a question script

Scripts contain a series of questions that agents might ask users, such as information-gathering questions. After the self-service user responds to a script question, the next question in the script is asked. The script does not continue unless the self-service user responds to the current question.

  1. In an active chat session, click the Question Scripts menu.
  2. Click Add New Question Script.
    The Chat Question Scripts dialog box appears.
  3. In the Question Script Name box, type a name for the script.
  4. Select one of the following statuses for the script:
    • Active: The script can be used again later.
    • Inactive: The script is marked inactive but remains in the system. To use the script again, you must mark it active.
    • Delete: Remove the script from the list.
  5. In the Question box, type the first question of the script.
  6. Click Add to Script.
    The question appears in the Script box.
  7. Type additional questions, one at a time, in the Question box, and click Add to Script.

  8. Click Save.
    The script is saved and is available to send to self-service users.
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