Overview: Messaging container in Queues (Console)

Console > Queues > Modify Queue weight (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:

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.

Receive Text Messages

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

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.

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.

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:

Enabled: When enabled, queue users can type a message in the feed, select Babel Voice and have the audio sent to the customer.

Both Speaker icons are visible in the interaction feed.

Disabled: When disabled, queue users can’t send messages in the feed to be read aloud in the customer’s preferred language.

Neither of the Speaker icons are available since Babel Voice is disabled.

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: