4.2 Proactive Message
- SUPPORT
Proactive Message means allowing your agent to create a proactive ticket in CloudCX Agent Panel and assign them to other agents in your team.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the agent account.Click
button in Inbox to enter the creating proactive ticket page.
In the New Ticket page, you can click Email/SMS/WhatsApp tab to select a channel to create.
When you select the Email channel, you can do the following:
Fill in the email subject into the Subject box.
Click to select a receiver or input an email address into the To box.
(Optional) Input an email address into the CC box.
Click to select a sender from the From list.
(Optional) Click
button and select a file from your device to attach to the email.
Input the text to the email body. About the email signatures, you can find more details from
Select a chat queue that will be assigned the email ticket from the Chat Queue Assignee list.
Select an agent that will be assigned the email ticket from the Agent Assignee list.
Select a priority for the email ticket.
Click to select tags to add to the email ticket.
Click Send button to send the email ticket to the receiver.
After sending the new email to the receiver, the system will switch to the ticket window.
SMS
When you select the SMS channel, you can do the following:
Fill in the SMS subject into the Subject box.
Click to select a receiver or input a phone number into the To box.
Click to select a sender from the From list.
Input the text to the SMS body.
Select a chat queue that will be assigned the SMS ticket from the Chat Queue Assignee list.
Select an agent that will be assigned the SMS ticket from the Agent Assignee list.
Select a priority for the SMS ticket.
Click to select tags to add to the SMS ticket.
Click Send button to send the SMS ticket to the receiver.
After sending the new SMS to the receiver, the system will switch to the ticket window.
When you select the WhatsApp channel, you can do the following:
Click to select a WhatsApp template from the template list in the WhatsApp body.
Fill in the WhatsApp subject into the Subject box.
Click to select a receiver or input a phone number into the To box.
Click to select a sender from the From list.
Select a chat queue that will be assigned the WhatsApp ticket from the Chat Queue Assignee list.
Select an agent that will be assigned the WhatsApp ticket from the Agent Assignee list.
Select a priority for the WhatsApp ticket.
Click to select tags to add to the WhatsApp ticket.
Click Send button to send the WhatsApp ticket to the receiver.
After sending the new WhatsApp to the receiver, the system will switch to the ticket window.
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