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Sends a message to a chat contact, the live agent, or both. This action does not handle SMS text messages (such as from phone to phone), and cannot be used with phone scripts. |
Supported Script Types
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| Chat |
Properties
- Target
- Displays a drop-down list of possible recipients for the message generated by this action. Choose from one of the following:
- Caller from System — A system-generated message is sent to the chat contact only. The contact sees that the system originated the message. This option would be appropriate for a message such as, "An agent will be with you shortly."
- Agent from System — A system-generated message is sent to the agent only. The agent sees that the system originated the message.
- Both from System — A system-generated message is sent to both the agent and the chat contact. Both parties see that the system originated the message.
- Caller from Agent — An agent-generated message is sent to the chat contact only. Both parties see that the system originated the message.
- Both from Agent — An agent-generated message is sent to both the agent and the chat contact. The contact sees that the agent originated the message.
- Text
- Allows you to type a text string for the message.
Branches
- Default
- Branch taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
Tips and Tricks
- Use TEXTMSG to send any plain text to either of the participants in a chat session.
