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Formatting options and Attachments

Message formatting & attachments

When creating any response in webchat, social chat or email you may have the opportunity to use different formatting and attachment options depending on your access level and what has been configured by your organisation.

Basic formatting options

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    Quick Replies – These can be searched or use folder structure to find pre-prepared responses.

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    Bold – any highlighted text will be formatted as Bold.

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    Italic – Any highlighted text will be formatted as Italic.

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    Bullet points - Any highlighted text will be formatted with bullet points.

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    Numeric list - Any highlighted text will be formatted as a numerical list.

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    Hyperlink - insert / mark text as a hyperlink.

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    Emoticon - pick from an approved list of emojis.

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    Attachments - Your access level will determine if you are allowed to attach   documents to a message. This can be restricted to particular file formats or only for particular activities.

If you send multiple attachments these will be listed individually in your chat screen but will be grouped together for the customer eg all appear on one email.

Differences between different Social channels

Whilst all social chat’s are broadly handled in the same way, you will spot certain slight differences when responding to chats in different channels because of how they work. You may also see different information on the contact card for the chat, depending on the particular social channel. You can view the different contact card information on our Contact Card page.

Any different social channel configurations will be automatically applied to the chat channel and so you may experience slightly different interactions if covering different channels in your routing profile. Some examples of this are detailed below.

Read /delivery receipts / typing messages

WhatsApp will give you an indication of the delivery of a message and that it has been read by showing you different tick notifications. In the example shown below, one grey tick = message delivered but not read yet, 2 grey ticks = message read by person.

In other social channels you may just receive a notification that the message has been delivered or that the other party is “typing” or “Online”.

“Character Count” threshold reached message

In some channels there are limits to the number of characters that can be sent as one message. If an Agent exceeds this limit they will be notified and can reduce the number of characters or change the wording to warn the customer that a second message is coming if needed.

You also have a countdown to the numbers of characters for that channel appearing onscreen as you type. The character limit on the right will depend on the particular channel. The figure on the left is the current number of characters in your message.

Non-supported message type notification

A customer may send in a message with accompanied by unsupported file type , this could be a GIF or an animation / effect for example.

Rather than blocking the whole message the Agent will receive the text of the message and be notified that part of the message has not been presented to them because it’s an unsupported format.

If you are working with email chats then there are a number of additional possible interactions and we will cover that in the email additional functionality section.