Send message to agents

The send message this function is used for sending a message from the administrator to ACE Agent users.

To use this function, it is necessary to have Execute send message as access function in your access role.

Messages can be sent to all or to selected users in ACE Agent. The message can only be sent to users that are currently logged in.

You can send messages using selections made per organisation area, subarea, group, skills or single agents.

You use the Agent tab to specify a group or a skill.

Enter your message in the box and then click on the OK button.

The sent message is seen by the recipient in ACE Agent’s Conversations support function, where the agent can answer messages sent from another ACE Agent user. Since answers cannot be sent to the message functions in ACE Admin and ACE Pulse, it is vital that messages here are formulated in a way that makes the agent understand that it shall not be answered.