Send messages to agents

Send messages to the agents to inform them or ask them questions. These messages are shown in MyTime.

There are three types of messages.

  • Standard messages—A message to which the agent can click OK to confirm that they have read the message.
  • Yes or no messages—The agent can reply by clicking Yes or No.
  • Custom messages—The agent can reply by clicking buttons with options defined by you.

For all three types of messages, you can allow the agents to reply with a written message in addition to clicking a button.

NOTE   You can only follow up on messages that you send. You cannot follow up on messages that other users send.

Prerequisites

  • You have the People > Send message (ASM) permission.
  • The agents must have the MyTime > Agent Schedule Messenger permission.

Page location

Client > People

Procedures

Send a standard message

  1. Select agents in the business hierarchy or in a group page. Press the Ctrl key and click to select multiple agents.
  2. Click Messages in the Actions section.
  3. Select the Standard tab.
  4. Select the Allow text reply check box to make it possible for the agents to enter a text message in addition to the acknowledgment.
  5. Enter a Subject and Message.
  6. Click Send.

Send a yes or no message

  1. Select agents in the business hierarchy or in a group page. Press the Ctrl key and click to select multiple agents.
  2. Click Messages in the Actions section.
  3. Select the Yes/no tab.
  4. Select the Allow text reply check box to make it possible for the agents to enter a text message in addition to the yes or no.
  5. Enter a Subject and Message.
  6. Click Send.

Send a custom message

  1. Select agents in the business hierarchy or in a group page. Press the Ctrl key and click to select multiple agents.
  2. Click Messages in the Actions section.
  3. Select the Custom tab.

  4. Add options for the agents to choose between.

    • Click New reply option, enter the option and click Add.
    • Repeat until you have added all options.
  5. Select the Allow text reply check box to make it possible for the agents to enter a text message in addition to the selected option.
  6. Enter a Subject and Message.
  7. Click Send.

Follow up on sent messages

Review your sent messages and the agents’ replies.

  1. Select any group of agents and click Messages in the Actions section.
  2. Click a sent message to expand it and show details.
  3. Click Filter next to a reply option to only see the recipients that selected that option.
  4. Click the name of an agent in the list of recipients to send a text message to reply to that agent.

Delete sent messages

When deleting a message, all related conversations are also deleted.

  1. If necessary, scroll to find the message to delete.
  2. Click the Delete button with the red X in the upper right corner of the message.

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