Messages

Delivers a message to 1 or more agents who use the agent interface. Links and pictures cannot be sent.

Supported Script Types

Properties

Property	Details
TargetType	Determines the recipient type from a drop-down list.
TargetIDs	The ID of the target, such as an agent ID or a skill ID. This is unused if TargetType is Everyone. Using Messages to send a message to the agent who answered the call would use the {AGENTID} variable.
MessageText	The text that is sent when this action executes (directed towards the selected target). This field can consume variables.
DurationMin	The duration of time (in minutes) for the message to be displayed. If the value is 0 or if it is unpopulated, the message displays only once. In MAX, this value determines the minimum amount of time that a message will appear in the Messages popover of the interface. By default, a new message notification will display to an agent for 5 seconds (or until the agent clicks the notification), then will be accessible in the Messages popover. A message displays for the sum of time specified in the DurationMin and ExpireDateTime properties. For example, if you set an expiration time for 1pm and a duration minimum for 5 minutes, MAX will make the message available in the Messages popover until 1:05pm. If ExpireDateTime is blank, the message will be available for 5 minutes from the time that the agent received it.
Persistent	Not used.
ExpireDateTime	Determines a date and time for the message to stop displaying.

Branches

Branch	Details
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnError	Path taken when the action fails to execute properly.

Tips & Tricks

Although a message can be sent to more than one agent, the Messages action is typically used to send a message to a single agent when they answer a contact.

Text Formatting

You can format the message text to emphasize or customize words or phrases. The text formatting is similar to HTML code. To change the color, typeface (font), or size of a section of text, surround the text with a FONT tag and add the attributes to the tag. Each attribute within the font tag must be separated by a single space. Do not enter a space between the attribute name or value - for example, is correct, and is incorrect. The table below lists all formatting options.

Formatting:

Beowulf,<b>great</b> hero of the <FONT face=times size=+1> Geats</FONT>, I beg you to display your 
prowess by defending my hall,<FONT face=times>Heorot</FONT>, From the monster <FONT color=red 
size=+2><i>Grendel</i></FONT>!

Output:
Beowulf, great hero of the Geats, I beg you to display your prowess by defending my hall, Heorot, from the monster Grendel!

Additional options when formatting text:

Font attributes can be embedded: And thus, Beowulf slayed Grendel and his monster mother. The color and size attributes did not disturb the face attribute.
Multiple font attributes may be specified in a single tag: All hail, Beowulf, king of the Geats! The one tag contains size, face, and color attributes.
Bold and italic format changes are added outside of the font tag; for example: Beowulf would generate "Beowulf".

The following table displays possible text formatting attributes and the availability within the Agent applications:

Attributes

Description

color={colorvalue}

The color attribute can contain the following values:

aqua	black	blue
dkgray (dark gray)	fuchsia	gray
green	lime	ltgray (light gray)
maroon	navy	olive
purple	red	silver
teal	white	yellow
{decimal color} (for example, color=10990679	${hexcolor} (for example, color=$31B94D)

size=[+/-]{pointsize}

Point size is relative or absolute; -9 is normal. For example, size=+2.

face={fontname}

The face attribute can contain the following font types:

arial	times (or times new roman)	courier
verdana	impact	georgia
garamond	system	tahoma

Html bold styling.

Html italic styling.

Creates a line break.