Table of Contents

  • Lab 4a - Creating Templates
    • Navigate to Engage
    • Create Template Group
    • Create Template
    • Demo

Introduction

Lab Objective

This lab is designed to create new pre-defined template responses and use it within Facebook Messenger channel type. The templates can be configured for the other channel types too using the same steps.

Pre-requisite

  • WxCC Portal, Agent Desktop
  • Admin credentials to login to WxCC portal
  • Agent Credentials to Handle FBM digital contact

Lab 5a - Templates

1. Navigate to Engage

  • Login in to Webex CC administration portal

  • In the Menu, select ‘New Digital Channesl’ option

2. Create Template Group

  • In Engage, go to ‘Assets’

  • Click the + sign to add a new template group

  • Provide a name for the template and Save.

3. Create Template

  • Select the created template group

  • Click ‘Add Tempalte’ button

  • Select ‘Facebook’ as the channel type

  • Provide a name for the template

  • Select ‘Text Template’ as the response type

  • Type in the desired text and use ‘@@’ to select from a list of available variables

4. Demo

  • Login to Agent dekstop

  • Initiate a new FBM contact from the configured Facebook business page

  • Once the agent accepts the contact, select ‘Templates’ option in Agent desktop

  • All the available list of templates for Facebook channel will be listed

  • Select the template created in previous step and ‘Send’

Congratulations, you have completed this section!

We would like to keep track of your progress and make sure that we are giving you effective support. Please take approximately one minute to complete a short survey.

Back to top

Changelog:

Version Comments Author(s) Date
1.0 Page created Gagarin JS (gasathiy@cisco.com) 09 Nov 2021
2.0 Video and steps updated Gagarin JS (gasathiy@cisco.com) 18 Nov 2021