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Creating or editing dialogs

Updated on March 25, 2020

Dialog suggests scripting to the customer service representative when they interact with customers to resolve an issue or question and also ensures that a consistent message is delivered to the other similar customer interactions.

  1. Log in to the Interaction Portal.
  2. Click NewDemo Screen PopsDemo Pop to make a demo call.
  3. Open a task that you want to work on from Add Task or Next best action menu, for example, Dispute Transaction.
  4. Click the Other actions icon > Configuration tools.
  5. On the Dialogs tab, click Add new to add a new dialog.
    Otherwise click the edit icon to edit the existing dialog.
  6. Select the appropriate condition from the When list, if you want to display the dialog in a certain circumstance.
    Otherwise select Default.
  7. Optional: To personalize the dialogs, perform the following steps.
    1. Select a value from the Refer to list, for example, Contact.
    2. Select an appropriate value from the Attribute list, for example, LastName, to display the last name of the contact.
    3. Click Insert.
    Result: The selected values are displayed in the Dialog field.
  8. Enter an appropriate message in the Dialog field.
    For example: Which transaction were you concerned about?
  9. Click Save.

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