AutoText

AutoText is a feature that allows administrators to create standardized text responses for use in all chat (Webchat, SMS, and Social) and email communications. This is useful for standard disclaimers, privacy notices, instructions and other phrases or sentences that are frequently used in your business documents. AutoText's can also be used for creating complete Email Templates for use in the Standard Email channel. AutoText's provide agents with quick, consistent responses to customers.

Each text entry can be a pre-canned phrase or complete paragraph a user can quickly use in a chat conversation or email body, or can be a complete email template.

AutoText Groups

AutoText's are organized into Groups. Each Group of AutoTexts can then be associated with Skill Queues, to filter down what AutoTexts a user can choose from, based on the type of interaction they are working.

Options allow you to Modify, Delete and Add New AutoText Group.

AutoText Groups Settings

Group Name

Short display name for the AutoText Group. This name appears in the list of AutoText's presented to the user as a Group heading.

Sort Order

The order of the group when displayed during user selection. The lower the number, the higher the order. For example: A group with 10 will be displayed before a group with 100.

Skill Queues associated with this Group

Controls which interactions the AutoText entries in this Group are presented to the user for. All groups are presented to the user when they are not working an active interaction. When opening the AutoText list while focused on an active interaction, the list is filtered to only show the AutoText's of Groups associated with the Skill Queue the active interaction was delivered through.

Edit an AutoText Group's Entries

Once an AutoText Group is created, click the Edit Entries button to the right of the respective Group on the Groups list screen to view and edit the Groups AutoText entries.

AutoText Entries

The AutoText Entries screen is displayed after clicking the Edit Entries button for a specific Group from the Groups screen.

Within each Group, AutoText entries will be presented to the user in the order controlled by the order value set on each entry.

The content for each AutoText entry optionally supports HTML markup, to assist in layout for AutoText Entries being used in Emails (as paragraph inserts, or as a complete Email Template).

Options on the Entries screen allow you to Modify, Delete and Add New AutoText Entry.

AutoText Entry Settings

AutoText Entry Name

Short display name for the Entry. This is the text that appears in the list of AutoText's presented to the user.

Sort Order

The order of the entry when displayed during user selection. The lower the number, the higher the order. For example: An entry with 10 will be displayed before an entry with 100.

Content

The text to be inserted into the Interaction when the user selects this AutoText entry.

HTML markup is optionally supported, to assist in layout for entries being used in Emails (as paragraph inserts, or as a complete Email Template). Note: However, don't use HTML markup for entries being used in chat conversations, as the HTML markup will get removed or you may have unexpected results.

Maximum length for an individual AutoText entry: 5000 characters.

Using AutoText Entries as Email Templates, and using HTML markup

All emails sent out using the Symbee Connect Standard Email channel are sent in HTML format.

AutoText entries can be created to provide full Email Templates for the user to begin their responses with.

AutoText content can be entered using either simple text and carriage returns, or it can be entered using HTML markup (if you want to include styling, links, and images). The AutoText entry content is handled differently when it is pulled into the Symbee Connect Email Editor depending on whether any HTML markup is found in the content or not:

• AutoText Entry content is analyzed to determine if any HTML markup has been used within
• If any HTML markup is found in the content, the AutoText content value in its entirety is treated as HTML
• if no HTML markup is found in the content, the AutoText content is treated as plain text

Plain Text Content handling:

When only simple plain text is used, and the AutoText entry is used in the email editor, the content is converted up to HTML by replacing each carriage-return with a <br> (HTML line-break), and then the entire content is enclosed in a <p>(HTML paragraph)</p> to avoid unwanted larger gaps between lines.

HTML Content handling:

When any HTML markup is detected within the content, the AutoText content is instead used "as is" with absolutely no changes. This means any carriage returns are ignored - if you require new lines or blank lines between text or paragraphs, in your HTML content, add <br> and <p> </p> HTML tags appropriately.

Using Images in AutoText Email Templates

To add logo's and/or images to your content, add an image using the HTML image element (<img src="URL to image" />). The image can be styled using inline CSS or enclosed in a <div> as needed for additional formatting.

As images are added using HTML <img> tags, they therefore need to be hosted and publicly accessible to your email recipients. If you already have your logo's, and images etc. publicly hosted (for example, as static resources on your website) then you can simply use appropriate URL's to those resources.

If you do not currently have the needed images you want to use publicly hosted, see Hosting Images used in Email Signatures and AutoText Email Templates using AWS S3 for a simple way to host your images as an option.