What Is EngageCX?

About Texting in EngageCX

1. Shared Texting may be enabled at no additional cost in EngageCX.  Shared Texting means that one texting number can be assigned to multiple Users.   
   
   
2. Texting Conversations can also be accessed by any of the Queue's Users, and multiple Users may respond to the customer if needed.  Each User will be identified internally in the Ticket Conversation, but this will remain invisible to the customer. 
   
   
3. Texting Conversations create "Ticket" records.   Whether the Agent or the Customer initiates the Conversation, an automatic Ticket will be created.  
   
   
4. Past Tickets are easily located by either Searching for the individual Ticket, or by accessing the "Resolved" Ticket View for a complete list.   Both actions are performed in the Agents Panel. 
   
   
5. Both SMS and MMS are able to be sent and received in EngageCX.  Group Texting has not been launched yet at this time. 
   

How Does Text Routing Work?

1. Due to nature of texting, there are no assigned "hours" for Texting.  However, time-based automatic replies can be set by using an Automated Flow. This allows your customer to receive Afterhours and Holiday automatic texting replies as needed.  
   
   
2. Once customers are routed to the assigned Queue, additional Conditions may be placed to allow for even more customization.  
   
   
3. Distribution of Texting Tickets can be set to do any of the following:   Assign to a specific User, distributed to Agents using the Queue's set Distribution Rule, or assigned to the Queue itself to be picked up by any Queue User. 

Texting Reply Options

Reply Option	Description
Canned Messages	All Users may use Canned Message shortcuts in Web Chat and Inbox Conversations.   These are activated by choosing the / symbol, then the shortcut word (example: /looking).     If the User is unsure of the shortcut, typing the / symbol  will display the list of available messages.
Notes	Notes follow the internal transcript and post inside it, making is easy to read about  Actions taken even after the Conversation is closed.      Notes are not visible to the customer.      Notes will appear as a light cream/yellow color, while actual Chat will appear gray.
Attachments, Screenshots, and Emoji/Memes (if enabled)	These options can be used at the discretion of your management.

"Working" an Existing Text Conversation Ticket

1. After login, make sure you are in the Agents Panel.  This is where all customer conversation is performed. 
   
   
   
2. Click the Inbox icon. 
   
   
   
3. Whatever Inbox View is set as your Default (top) View, is what will be previewed in the Ticket Preview Window.    If any Tickets exist in this View, all Tickets in this view will be shown in the Ticket Preview Window.  If there are no Tickets for this View, then your Preview Window will be blank. 
   
   
1. Make sure to have your preferred Ticket View set as the Default View.  Views, and the matching Ticket Preview Window, are accessed by simply clicking each View accordingly.  The current displayed View name will be in blue.
   
   
   
4. To reply in a Conversation, simply type your Message.  Attachments of 800kb or less may also be sent. 
   
   
1. If more than one Texting number is assigned, you may use the dropdown to choose the Texting Number. 
   
   
5. Click Send when ready. 
   
   

"In Conversation" Options

Inbox

1. Ticket Info- This displays all information about the current Ticket Conversation, including Assigned User and Queue, Priority, Tags, and any Custom Field options. 
   
   
2. Contact Information- This displays all available information about this Contact (if any) and the ability to update and/or Merge the Contact if enabled. 
   
   
3. Help Center - This menu displays all Canned Messages (both Public and Private) and any Knowledge Base Articles that have been created in EngageCX. 
   
   
4. History - This menu displays all Inbox History for this Contact, including the Current Conversation. 
   

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Initiating an First-Time Outbound Text (no open ticket)

1. In the Agents Panel, click the Inbox menu icon. 
   
   
   
2. Click the + Add icon. at the top of the Views.
   
   
1. Choose the SMS tab.
   
   
   
3. Add the Subject.   This will not be sent as part of the Text, but will become the Subject of the Inbox Ticket that will be created from this Outbound Text.
   
   
   
4. Type in the number or Contact that you are texting to.  Choose the Texting number to text from.  
   
   
   
5. Type your Message.  
   
   
1. If you are also sending an Attachment (picture/file), click the Attachment paperclip icon.  Choose your File (maximum 800kb).  It will show Attached to the Message.
   
   
   
6. In the side menu, you can manually set up the Ticket assignment so that the Ticket assigns to yourself, or you can choose another Queue or Agent if appropriate. 
   
1. Assignment is not required to send the Text, but it is a best practice to do so as it prevents the Ticket from being assigned to an Agent who is unaware of the reason for the Ticket.   You may also set Priority and any Tags that your Tenant uses. 
   
   
2. When you are ready, click Send. 
   
1. Your Text will send, and the Ticket will automatically be created and distributed. 
   
   
   

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Adjusting Inbox Views

1. In the Agents Panel, click the Inbox menu icon. 
   
   
   
2. Click the Manage Views Setting gear icon. 
   
   
   
3. Your Current Views will open. 
   
   
   
4. To change the order of your Views, simply click the multi-dot icon to the left of the View and drag the View up or down the list. 
   
   
1. The top View will always be your Default View. 
   
   
5. To Add a View, choose the Add a New View icon in the bottom left. 
   
   
1. Name your View.  If you have permission, you may choose to make it Public (shared).  Choose your Condition and Save. 
   
2. In our Example, we have created a Resolved (closed) Ticket View to display all Inbox Tickets in this Status for the last 90 days. 
   
   
   
6. Once Saved, any order change or new View will immediately be displayed. 
   

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Locating a Ticket

1. Above the Views, click the Search magnifying glass icon. 
   
   
   
2. Your Views will collapse and the Search bar will open.  You may type in your keyword here. 
   
   
   
3. If you need a stricter set of parameters, click the Filter icon on the far right of the Search bar instead. 
   
   
   
1. Choose your Condition(s). You may search by Fields, Assignee, Queue, and more. 
   
   
2. As each Condition is added, the Results will automatically update. 
   
   
4. Clicking on the Result will open up the Ticket. 
   
   
   
5. To return to the clickable Inbox Views, click either See all or the Search icon, depending on where you are in your Search. 
   
   
1. In Ticket
   
   
2. In Results
   
   

How Do I Get EngageCX?