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Welcome Events

Welcome Events are pre-configured messages or prompts that are automatically triggered when a conversation is assigned to an agent in the AgentAssist platform. Welcome Events guide agents to handle inquiries effectively by streamlining workflows, lowering their Average Handle Times (AHT), reducing repetition, and contributing to enhanced customer satisfaction.

Managers can configure Welcome Events to provide consistent and relevant information to agents at the start of a conversation. These events can be used for chat, voice, and email interactions.

On the Welcome Events page, you can configure the welcome experience when the AgentAssist widget is launched by defining the Welcome Event activities for agents. It has three sections:

  • Configure On-Connect Dialog Task
  • Configure Greeting Messages
  • Priority Settings

Configure On-Connect Dialog Task

In this section, you can select a pre-configured dialog task and channel and choose to extract intents from the selected dialog task when the AgentAssist widget is launched.

Steps to Configure the On-Connect Dialog Task

  1. Sign in to XO Platform.
  2. Click CONFIGURATION > Welcome Events.
  3. Click to expand the Configure On-Connect Dialog Task section.
  4. Click the toggle button to enable it (if it’s in Disabled status).
  5. Select a channel – Chat, Voice, or Email.
  6. Select a configured dialog task from the Select Dialog list.
  7. Select the Extract intents from On-Connect Dialog task radio button.
  8. Click Save. configure-on-connect-dialog-task

Configure Greeting Messages

In this section, you can customize greeting messages at the beginning of the conversation. Also, you can add new greeting messages and copy existing greeting messages for agents to use when communicating with customers through the AgentAssist widget. You can edit, delete, enable, or disable existing messages.

Steps to Configure Greeting Messages

  1. Click CONFIGURATION > Welcome Events.
  2. Click to expand the Configure Greeting Messages section.
  3. Click the toggle button to enable it (if it’s in Disabled status).
  4. Select a channel – Chat,Voice, or Email.
  5. Click + Add Message > New Messages to add a new greeting message. adding-new-greeting-messages

  6. Enter the new greeting message in the Message box and click Add. configure-and-add-new-greeting-message

    The new greeting message gets added to the list of existing messages.

  7. Click Copy from Chat to copy existing messages in Chat.
    Note : Copy from Voice appears for the Chat channel and Copy from Chat appears for the Voice channel.
    copying-from-chat-messages

    a. Select the Welcome Messages button to select all the existing messages or select individual messages one by one.

    b. Click Confirm.

    All selected messages appear in the list of existing messages.

  8. Click Display Random Message to enable all configured messages and randomly display any three on the agent’s screen.
    display-random-message-and-select-message-language

  9. Click the down-arrow to change message language.
  10. Click the edit button against an existing message to modify it.
  11. Make the changes and click Update.
  12. Click the delete button against an existing message to delete it. On the Delete Message popup, click Yes.
  13. Click the enable or disable toggle against a message to enable or disable it.
  14. Click Save.

Priority Settings

In this section, you can select what to run first between the dialog tasks and greeting messages.

Steps to Set Priority

  1. Click CONFIGURATION > Welcome Events.
  2. Click to expand the Priority Settings section.
  3. Select the radio button On-Connect Dialog Task or Greeting Messages priority-settings
  4. Click Save.