I was thinking this would be used for something the system wouldn't be able to easily access. We've got plenty of possible canned responses with dynamic data that may only be determined by the agent at the time of use. So making sure the agent has access to 99% of the response and would only need to fill in the blanks would help. But if they can send the response blindly without being prompted to fill in the variables it would be a bad CX.
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Kyle Russell
Senior Manager of Sales Technology
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Original Message:
Sent: 11-07-2024 02:19
From: Robert Wakefield-Carl
Subject: Alert agent - Placeholders in canned response
Why not have that entire phrase be the canned response and build that in Architect before transferring to the agent. You could have a default of something like "No outages reported"
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-06-2024 09:28
From: Kyle Russell
Subject: Alert agent - Placeholders in canned response
Is there a way to stop the agent from sending a canned response if it contains a placeholder that was not updated? For example, if I have a canned response with the text "The current outage fix ETA is {{number_of_hours}} - thanks for your patience". I want the agent to fill in the "number_of_hours" value but is there a way to stop the message from being sent unless they do? Like a rule that looks for {{ }} and if they exist disable the send message button for the agent?
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
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Kyle Russell
Senior Manager of Sales Technology
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