Sending a message to an agent

The send message dialog allows you to send a text-based message to one or more agents. The message is displayed immediately on the screens of any recipients who are logged in (if they are not currently logged in, they will see the message when they next log in).

The recipients of your message can be one specific agent, multiple specific agents or all agents. You can send a one-off message, or create a predefined message that can be used multiple times. Messages may contain attachments (up to 10 MB in size).

You can open the send message dialog by:

• right-clicking an agent in the agents window, and selecting send message, or
• right-clicking in the messages window and selecting send new message, or
• selecting send message... from the extra tab of the ribbon.

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When you click OK, your message is sent immediately to the selected recipients. If a recipient is not currently logged in, the message will be displayed to them the next time they log in to the Supervisor, CATI or CAPI module.

Message window options

The following options are available:

• Select agent(s): In this list, select the agent or agents to whom you wish to send the message. The context (right-click) menu lets you select or deselect multiple agents at once (you can select or deselect all agents, all logged on agents or all logged off agents).

• Predefined message: This section of the dialog allows you to load a message template that has been pre-defined and saved. You can also save the message you are currently defining as a template, so that it can be re-used in future.
  To load a pre-defined message template, click and select the template from the list. You can then make modifications if you wish (your modifications are not permanent unless you save the template; see below for details).
  To save any your modifications you have made to an existing template, simply click . If you have edited the template name in the predefined message box, the message template name will also be changed.
  To create a new message template  for future use, click to create a new empty template. Then, enter your message text in the message box. In predefined message, type the name under which you want to save the message template. Finally, click . Your message is saved.
  To delete a previously saved message template, click and select the template from the list. Then click . The message template is immediately deleted.

• Message: Enter the text of your message here.

• Attachments: You can attach one or more files to your message, up to a total of 10MB in size. To attach a file, click and specify the file you want to attach. To remove an attached file, select the file in the list and click .