The type of phrases that may have to be altered more or less often, depending on external conditions is system generated messages, concerning the following areas:
- Entrance closed or menu choice closed, such as
We regret to inform you that the customer service is closed at present
orReturn later
. - Task type, or other information that can be used for routing, such as
For us to be able to answer your enquiry, we ask you to specify your errand in the fields below.
- Queue situation, such as e.g. Your queue position is 2, and your estimated queue time is approximately 2 minutes.
Phrases used as queue messages can be completed with information about the current queue position and/or estimated queue time. You enter %eqt where you want the queue time to be shown, and %pos where you want the queue position to appear. - Agent name, such as e.g. You are currently being served by Claire.
In phrases where the name of the current agent is to be included, you enter %agent where you want the name to appear. ACE adds the agent identity to the text, shown in the way you have selected for messages. See section Presenting chatting agent name in two ways.
System messages are not displayed for the agent. Only for the customer. They are also not saved to the archived chat in Interaction View. This fact can be utilized when showing a link to a survey in ACE Survey at the end of the chat. By including the survey in the system message for ended chat, the agent will not see the survey.
Example: We regret to inform you that the customer service is closed at present.
Addition: Today, December 25, we are closed because of Christmas celebration. MERRY CHRISTMAS.
Note that these additions must be removed manually.
In some messages ACE can add current queue position and/or estimated queue time to the message (see Basics about auto generated texts in chats). In these cases you enter %eqt where you want the queue time to be displayed, and %pos where the queue position should be shown. In messages where the current agent’s identity is to be included, you enter %agent where you want the name to appear. In the table below you see which information messages that can be configured. In the left column you also see a recommendation of what dynamic values you can use in the message.
| Main Message in ACE Admin | Standard text you can change | Do you have to configure the text? |
|---|---|---|
| Message when closed | The customer service is closed at the moment. | Yes |
| Text on customer input form Note: This message is only valid for solutions where ACE Chat Engine older than 9.0 is used in combination with CallGuide 9. |
In order to better serve your request, please fill out the fields below | No |
| Message when routing is terminated due to end route destination | We are currently unable to serve your request | Yes |
| Queue status
%pos ,%eqt |
Your position in queue is %pos and the expected queue time is %eqt minute(s) | Yes.
If the chat contacts are routed to waiting lists you ought to choose a more time neutral wording, such as e.g. We are doing our best to answer your enquiry as soon as possible. |
| Updated queue status
%pos ,%eqt |
Your position in queue is %pos | No |
| Queue status at requeue %pos ,%eqt |
Your position in queue is %pos and the expected queue time is %eqt minute(s) | No |
| Updated queue status after requeue %pos ,%eqt |
Your position in queue is %pos | No |
| Information during chat in progress
%agent |
You are served by %agent. | Yes |
|
Message when the chat is closed See information for ACE Survey, Publish survey, on dynamic values that can be used to create a link to a survey. |
The chat is closed | Yes |
| Message when the chat is closed in queue | The chat is closed | Yes |
| Message when the chat is closed for an invited participant | The chat is closed | Yes |
| Message on technical error | A technical error has occured. We are currently unable to serve your request | Yes |