Master Page

Reply Area

The Reply area changes based on the type of activity on which you are working.

While working on mail activities, it is the Reply pane.
While working on chat activities, it is the Chat pane.
While working on phone activities, it is the Call Log pane.
While working on social activities, it is the Social pane.

Depending on the issues you are handling, the following toolbar buttons appear.

Use	To
Secure Email button	Convert the secure email into a regular email, or convert the non-secure email into a secure email.
Show Conversation button	Allows an agent to see the conversation history with a customer.
Reply button	Select the type of reply to be sent. Reply types are Reply, Reply all, Forward and Redirect. This field cannot be modified after you save a draft of the activity.
Send and complete button	Send and complete the activity assigned.
Page Push button	Send a web page to the customer during a chat interaction.
Conference button	Invite another agent or supervisor to the chat interaction and start a group chat.
Solve button	Launch Solve to search the knowledge portal for solutions to add to your reply.
More button	Expands a drop down menu of available actions in the Inbox pane. The options that follow are available under the More button.
Save button	Save a draft of the activity.
Attachments button	Attach a file to the reply. You can also use this button to view attachments.
Send button	Send the reply.
Complete button	Complete the activity.
Notes button	Add a note to the activity. In some cases, Notes may be available in the More button.
Transfer button	Transfer the selected activity to a user or a queue. In some cases, this button may be available in the More button.
Link Customer button	Associate an anonymous customer with a customer that already exists in the system. In some cases, this button may be available in the More button.
Video button	Convert a standard chat activity into a video chat activity. In some cases, this button may be available in the More button.
Audio button	Convert a standard chat activity into an audio chat activity. In some cases, this button may be available in the More button.

Text Editor Toolbar

The text editor toolbar contains the various buttons agents can use to further enhance their responses to customer inquiries. The following buttons are located directly above the text area in the Reply pane. The buttons that are available differ based on what type of activity the agent is answering.

Use	For These Type of Activities	To
Spell Check button	All	Run the spelling checker. If block check is configured, then your message is checked for any blocked words, any of which found in your message prompts you to delete them before sending the message to the customer.
Articles button	Email & Call	Lets you access the following items: Headers buttons: Inserts a pre-written header into the text area. Greetings button: Inserts a pre-written greeting into the text area. Signatures button: Insert a pre-written signature into the text area. Footers button: Insert a pre-written footer into the text area.
Bookmarks button	Email, Call, & Social	Inserts a bookmarked article into the text area.
Suggested Response button	Email & Call	Inserts a response automatically suggested for the activity into the text area.
Undo button	Email, Call, & Social	Undo the previous action.
Redo button	Email, Call, & Social	Redo the previous action.
Cut button	All	Cut the selection from the text area.
Copy button	All	Copy the selection from the text area.
Paste button	All	Paste the selection into the text area.
Insert Macro button	Email & Call	Insert a macro into the text area.
Expand Macro button	Email & Call	Expand the macros currently in the text area.
Paragraph Styles button	Email & Call	Change the paragraph styles of your text (Header, Normal, Address, etc)
Font button	Email & Call	Change the font of the selected text.
Size button	Email & Call	Change the size of the selected text.
Bold button	All	Embolden the select text.
Italics button	All	Add emphasis to the selected text.
Underline button	All	Underline the selected text.
Font Color button	Email & Call	Change the font color of the selected text.
Highlight button	Email & Call	Change the color around the selected text.
Align Left button	Email & Call	Align the selected paragraph to the left.
Center button	Email & Call	Align the selected paragraph to the center.
Align Right button	Email & Call	Align the selected paragraph to the right.
Numbering button	Email & Call	Change the selected paragraph into a numbered list.
Bullets button	Email & Call	Change the selected paragraph into a bulleted list.
Decrease Indent button	Email & Call	Decrease the indent of the selected text.
Increase Indent button	Email & Call	Increase the indent of the selected text.
Insert Hyperlink (or Link) button	All	Insert a URL link into the text area.
Insert Table button	Email & Call	Insert a table into the text area. You may choose the number of rows & columns, as well as the width and layout of the table.
Insert Picture button	Email & Call	Insert an image into the text area.
Quick Responses button	Chat	If your administrator has configured quick responses for the common messages used in chat, then you can use them. From the list of quick responses, select the one you want to use. The text of the quick response appears in the Text box.
Text Color button	Chat	Same function as the Font Color button: Change the font color of the selected text.
Smiley button	Chat	Insert a smiley into your message to add flair and personality to your response.
Shorten URL button	Call & Social	Shorten the URL in the text area to make it easier to read.