This topic provides a reference to how Studio actions like INDICATE, Messages, PAGE, and RUNAPP can be used to customize the Agent for Salesforce interface and help guide agents through calls.
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You can use the INDICATE action to generate a custom button that agents can click to open a web page. When a call is active, the button appears at the bottom of the phone control panel if you choose an agent handling a contact as your recipient. Choosing any other recipient causes the button to appear at the top of Agent for Salesforce.
In this image, the mail icon on the bottom of the phone control panel is a button created in this way. When an agent clicks that button, a new web page opens. Salesforce pages open according to your SoftPhoneA software program for making telephone calls over the Internet using a computer instead of a telephone. Layout settings. If the button opens an external web page, these settings are disregarded and the page opens in a new window.
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You can use the Messages action to configure an agent message to appear in the top bar of Agent for Salesforce and in the Messages window. You can send a message to a single agent, a team, all agents, or a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. An icon in the marquee displays the number of messages. In the following image, the agent has two messages.
You can also create a message in
- You can use the PAGE action to automatically open pages you create in Studio as certain events occur in Agent for Salesforce.
- You can use the RUNAPP action to automatically open a web page when a certain action occurs. Salesforce pages open according to your SoftPhoneA software program for making telephone calls over the Internet using a computer instead of a telephone. Layout settings. If the button opens an external web page, these settings are disregarded and the page opens in a new window.
