Messages

Delivers a message to one of more agents who use the agent interface.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

TargetType

This property is a drop down list for a target group for the message. The available selections are:

Agents (one or more)
Team (only one)
SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge (only one)

TargetIDs

A list of agent ID’s or a team, or skill ID. This is unused if the Target Type property selection is “Everyone”. Using Messages to send a message to the agent who answered the call would use the {AGENTID} variable.

MessageText

The message to be displayed of the selected Target Type.

Durationmin

The duration of time (in whole minutes) for the message to be displayed. If the value is 0 or if it is unpopulated, the message will scroll only once.

Persistent

Not used.

ExpireDateTime

The message will be active and display every time an agent logs in until the Date and Time conditions are met.

Branches

Default: The Default branch condition will be used unless another specific branch condition is met.
OnError: This branch condition is used if the target is invalid.

Tips and Tricks

Although a message can be sent to more than one agent, the Messages action is typically used to send a message to a single agent when they answer a contact.

Text Formatting

The text formatting for the Messages action is not HTML Code. Links and pictures cannot be sent.
Text for a message will be displayed in the interface. The text can contain formatting codes to highlight specific words or phrases.

To highlight a section of text, surround the text with a FONT tag:

Normal text Red Text

Font attributes can be embedded:

The little red fox jumped over the log
The red attribute did not disturb the italic attribute.

Multiple font attributes may be specified in a single font tag:

Normal text Maroon, bold text 2 point sizes larger back to normal.

The possible attributes for a font tag:

Attributes	Description
Color={colorvalue}	Aqua Black blue dkgray fuchsia gray green lime ltgray maroon navy olive purple red silver teal white yellow { decimalcolor } (decimal color value specifying red, green, and blue components: color=16737457) ${ hexcolor } (hex color value specifying red, green, and blue components: color=$FF8020)
SIZE=[+/-] {pointsize}	Point size is relative or absolute -9 is normal
FACE={fontname}	Arial Times Courier Verdana Impact Georgia Garamond System Tahoma
BOLD[=1/0]	Bold is either on (1) or off (0)
ITALIC[=1/0]	Italic is either on (1) or off (0)

Each attribute must be separated by a single space. Spaces cannot be contained within the actual attribute name or value. (i.e., : This is incorrect).