Chat Keywords

To save time during a customer chat session, use keywords in your chat responses. Keywords function as shortcuts for typing greetings or responses to a customer. They work with all chat providers in Emplifi Agent.

Keywords are configured by your system administrator. Contact your administrator for a list of available keywords.

To use this feature while you are chatting with a customer:

1. Type the keyword.

2. Press [Ctrl+F3]. The keyword is replaced with the keyword expansion text.

Example: Depending on how the configuration is done, you could type "hello" and press [Ctrl+F3] and get the result: "Hello, how can I help you today?"

Dynamic Placeholders

It is possible that your Emplifi Agent administrator included dynamic placeholders in the keyword expansion text. Dynamic placeholders are surrounded by double curly brackets. They are built in to Emplifi Agent and used to automatically fill in names or other details of a case. These may be included in a similar way to below:

"Hello, how can I help you today, {{address:given_names}}?" This placeholder will look up the customer's name in the associated case and fill it in automatically.

If placeholders are included in the keyword expansion text but there is no data to replace them with (e.g.: if there is no name on the case), the placeholder will remain in the text. If this happens, be sure to correct it before sending the chat to the customer.