Overview: Messaging container in Queues (Console)

This article provides an overview of the Messaging container in Queues in Console.

Overview

In Console, the Messaging container on a queue’s configuration page is where you enable or disable features within the Interaction Feed Tab in Edify App.

In Console, navigate to Queues > [Queue] > Messaging container.

The Messaging container allows you to customize how you communicate with customers. You can use this container to:

• Choose whether to enable or disable inbound and outbound SMS messaging

• Choose whether to show queue users a preview of a customer’s web chat messages

• Redact any numbers a customer provides in a web chat

• Set up Babel Voice to translate messages into a queue user’s preferred language

Continue reading the subsections below for a breakdown of each of these settings and use case examples.

Container breakdown

Send Text Message

The Send Text Messages toggle is where you choose whether queue users can send outbound SMS messages to customers in the queue.

• Enabled: When enabled, queue users can send text messages to customers. 

• Disabled: When disabled, queue users cannot send text messages to customers.

Receive Text Messages

The Receive Text Messages toggle is where you choose whether queue users can receive SMS messages from customers in the queue.

• Enabled: When enabled, queue users will be able to receive text messages from customers. 

• Disabled: When disabled, queue users will not be able to receive text messages from customers. Incoming SMS messages won’t create a new interaction or be posted to the feed of a live interaction.

Preview Chat

The Preview Chat toggle is where you choose whether queue users can read what the customer is typing in a web chat before the customer presses send.

It’s a live view of what the customer is typing in the field before they press send. This feature is only available for Web Chat. This feature empowers queue users to get a head start on responding to customers, which can save time.

• Enabled: When enabled, queue users can see what a customer is typing before they press send. 

• Disabled: When disabled, the queue user will only see typing bubbles while the customer is typing.

Redact Numbers

The Redact Numbers toggle is where you choose to hide or show numbers while the customer is typing. This is only available if Preview Chat is enabled. The Redact Numbers toggle only applies to Preview Chat.

If you want to redact numbers after they are sent, you must create a workflow with the Redact toggle enabled in the Publish Message workflow module.

This feature is useful when privacy and security are top priority. However, if queue users are trusted to handle sensitive numbers or viewing this information is a requirement for addressing and resolving the customer’s issue, then this feature doesn’t need to be enabled.

• Enabled: When enabled, the queue user will not be able to see any numbers the customer is typing in the chat preview.

• Disabled: When disabled, the queue user will be able to see any numbers the customer is typing in the chat preview.

Babel Voice

Babel Voice converts text to audio for the customer to hear during a phone call. If a translation workflow is configured in the Message Container, a queue user can type a response in the language they are most familiar with and have it translated and read aloud in the customer’s preferred language. Without a translation workflow in the Message Container, Babel Voice will only be able to convert text to voice in the input language.

Babel voice is represented in the interaction feed tab by two Speaker icons. The first icon is located in the upper-left side of the interaction feed, to the right of the translation menu. This is used to select the Voice Language (accent) and speaker (voice) that Babel Voice uses to speak to the customer. The second speaker icon is an option in the message type menu which is located in the lower-right corner of the interaction feed tab. Click on the ^ in the Message Type menu and select the speaker icon to send a message with Babel Voice. Then type the message you want translated and read aloud to the customer and press Enter / Return. See Send a message with Babel Voice (App).

Note: Babel Voice is only available for phone calls. The Speaker icons are unavailable for all other types of interactions.

Use case: Translating messages for queue users

Suppose you have a queue that handles voice interactions with customers who speak English, but none of the queue users are fluent in English.

You could set the Messaging container up like this:

• Send Text Messages – Disabled

  • • Since this queue only handles voice interactions, there’s no need to send SMS messages.

• Receive Text Messages – Disabled

  • • Since this queue only handles voice interactions, there’s no need to receive SMS messages.

• Preview Chat – Disabled

• Since this queue only handles voice interactions and doesn’t handle any webchat interactions, there’s no need to enable Preview Chat.

• Babel Voice – Enabled

  • • Since none of the queue users are fluent in English and the queue handles voice interactions with customers who speak English, Babel Voice is enabled along with a translation workflow. 

    • The translation workflow translates customers' speech in English to the queue user’s preferred language. Babel Voice lets queue users type responses to the customers in their preferred language and have them read aloud to the customers in English.

Use case: Translating messages for queue users

Suppose you have a queue that handles voice interactions with customers who speak English, but none of the queue users are fluent in English.

You could set the Messaging container up like this:

• Send Text Messages – Disabled

  • • Since this queue only handles voice interactions, there’s no need to send SMS messages.

• Receive Text Messages – Disabled

  • • Since this queue only handles voice interactions, there’s no need to receive SMS messages.

• Preview Chat – Disabled

  • • Since this queue only handles voice interactions and doesn’t handle any webchat interactions, there’s no need to enable Preview Chat.

• Babel Voice – Enabled

  • • Since none of the queue users are fluent in English and the queue handles voice interactions with customers who speak English, Babel Voice is enabled along with a translation workflow. 

    • The translation workflow translates customers' speech in English to the queue user’s preferred language. Babel Voice lets queue users type responses to the customers in their preferred language and have them read aloud to the customers in English.

Read more

• Send a message with Babel Voice (App)

• Overview: Journey container in Queues (Console)

• Overview: Custom Tabs container in Queues (Console)

• Overview: Music container in Queues (Console)

• Overview: User Home list settings in Queue (Console)