Macros in Canned Responses

Document Version: 1.1 February 4, 2009

Data Sheet

Introduction
An agent chatting with a visitor is more effective when including personal contact information during a chat. This can be used as a sales tool or to build trust and loyalty with chatting visitors. The Macros in Canned Responses feature allows agents to insert macros (dynamic text) in chat canned responses in an easy, clear and consistent way. When used during a chat, these macros include details from the profile of the agent that is currently chatting with the visitor. It can, for example, provide the chatting visitor with the contact details of the specific agent with whom they chatted. These details can also include agent properties such as: agent display name, nickname and email, together with other properties such as skill name, description and phone number. This feature is available by default on LivePerson Pro Plus, LivePerson Contact Center Standard Plus and all LivePerson Enterprise platforms, and by request on other account types.

Inserting Macros In Canned Responses

Canned responses are predetermined responses to common questions, frequently used in text based environments that can be added by an agent during a chat session. Canned responses are managed in the Admin Console. The Macros in Canned Responses feature enables you to insert macros in your canned responses. The canned response is displayed to the agent in macro format, these macros are converted to text when viewed by the visitor. If a macro does not have a value, it will appear empty when viewed by the visitor. To insert macros into a canned response: 1 From the Admin Console menu, select Content Management > Chat. The Canned Responses Set page is displayed.

Figure 1: Canned Responses Set page

Data Sheet

Macros in Canned Responses

Click on an entry in the tree to edit or add canned responses, and then click the Add Entry button. The Canned Editing window is displayed.

Figure 2: Canned Editing Window

Use the two drop-down menus to add macros to your canned response. For a list of the currently available macros, see Table 1 on page 4.

Note: The previous macro format {LPVAR!XXXX} is no longer supported in canned responses.

Enter the required text for the canned response and click the Insert button to display the macros in the Response Text area. Macros are displayed in macro format, for example, $!{operator.displayname}.

Note: To prevent line breaks in macros from being displayed as separate messages in the Agent Console, you can select the Translate line breaks into separate messages option (File > Preferences > Chat).

If required, select the Canned Response format is HTML check box to use HTML within the canned response.

Data Sheet

Macros in Canned Responses

A visitor who chats with the agent will see the actual value of the macro. Click the Preview button to preview the canned response with the expanded macros in a new window.

Figure 3: Preview Window Note: Some macros are only assigned values during an actual chat. These macros are displayed in the preview window as [macro name].

7 8

Verify that the canned response appears as expected and close the Preview window. Click OK in the Canned Editing window. Table 1: Macros in Canned Responses

Macro Type Operator

Macro Display Name

Description The agents display name as entered in the Add/Edit Operator page in the Admin Console (User Set Up > Operators). The agents nickname as entered in the Add/Edit Operator page in the Admin Console (User Set Up > Operators). The agents email address as entered in the Add/Edit Operator page in the Admin Console (User Set Up > Operators). The agents Employee ID number as entered in the Add/Edit Operator page in the Admin Console (User Set Up > Operators). The name of the skill as entered in the Add/Edit Skill Group page in the Admin Console (User Set Up > Skills). This macro is only assigned values during a chat. The email address for a particular skill as entered in the Add/Edit Skill Group page in the Admin Console (User Set Up > Skills). This macro is only assigned values during a chat. The phone number of the skill as entered in the Add/ Edit Skill Group page in the Admin Console (User Set Up > Skills). This macro is only assigned values during a chat.

Operator

Nick Name

Operator

Email Address

Operator

Employee ID

Chat Skill

Skill Name

Chat Skill

Skill Email

Chat Skill

Skill Phone Number

Data Sheet

Macros in Canned Responses

Table 1: Macros in Canned Responses (Continued)

Macro Type Chat Skill Macro Skill Description Description The description of the skill as entered in the Add/Edit Skill Group page in the Admin Console (User Set Up > Skills). This macro is only assigned values during a chat. Free text area where you can enter a custom variable. This macro is only assigned values during a chat.

Custom Variables

<Enter Variable Name>

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Data Sheet

Macros in Canned Responses