Texts

Overview

The Text feature allows you to enter large amounts of free-form text that cannot be easily codified in other case fields. They are often used for storing the following:

Additional notes regarding a case or a particular issue.
Verbatim comments from a caller.
The body text from an email message.

Text can be associated with a particular issue on the case, or it can be a general text entry that applies to the case as a whole.

Creating a New Text

You can add additional text to a case as needed.

To create a new text on a case:

Click Add Item, then select Text.

OR

Press [Ctrl+I], then press [ T ].

A new text is added to the Case window. You can then fill out the necessary information for the new text.

Claims-type users can edit others' cases but cannot edit texts created by others.

Deleting Text from a Case

To delete text from a case:

Navigate to the text you want to delete.
Click the menu button to open the Text section menu. Click Delete Text.
In the Confirm Deletion dialog box, click Delete.

Text Fields

Though the fields of a text entry can vary from one company to the next, the following are the most common. Please consult your company's Emplifi Agent Administrator if you need additional assistance with the fields on this screen.

Field	Description
Issue	If this text entry is related to a specific issue on this case, select the issue number in this field. If the entry is general or related to the case as a whole, select "(No Issue)."
Text Type	Select a type that describes the purpose of this text. The actual types that are available depend on your company's implementation.
Description	An optional, brief description of the text entry.
{Text Entry}	The actual text. If you are not familiar with this feature, refer to Text Keyword Replacement.

Texts: Inbound Email Processing

When a customer sends in an email, a case is created automatically for that email. This can include both emails sent directly from a customer's email account, or one that is created indirectly by a customer filling out a web form on your company's website.

When the case is created, the raw text of the email is usually placed into a case text entry on the case.

Email text imported as case text is supported up to 32 KB (32,768 characters). Emails with text greater than 32 KB are truncated.

Prep Tags

The email often contains tagged information that the system can automatically process and place into appropriate fields on the case. This is done through a process called preparing tags, or "prep tags" for short.

If you pick a case out of a queue, or have a case routed directly to you through Emplifi Agent Interaction, the prep tags process may be run for you automatically when you open the case. Other times, you may need to initiate it manually by clicking the Prep Tags option on the Text section menu.

The Prep Tags option uses the case text contents that the cursor currently resides in as a source of data. If the cursor is in an Issue column and that issue has only one case text, then that case text will be used.

If the Run Prep Tags check box is selected for an action type, when the action is manually posted (by suggestion or after a queue pick), the last case text on a case is used as the source of the tag data. For new cases created by email, there is only one case text. For existing cases updated by a return email, it will also be the last case text, but possibly not on the last issue.

Prep Tag rules that populate Issue columns now populate the issue that is referenced by the case text that the tags were drawn from, instead of Issue 1. If the case text is not related to any issue, it writes to Issue 1. If a To Row greater than 1 is specified on a Prep Tag rule, it writes to the "N"th Issue (for example, a To Row of 3 will set columns on the 3rd Issue on the Case). If that Issue is not present, it is inserted from defaults.

Survey Results that are created using Prep Tags (either from Case Edit, New Email, Email Response to Existing Case, or Case Import) will also have the Company ID and Case ID of the case and issue sequence set to the same issue that the case text holding the tags is related to. If that case text is not related to an issue, any survey will not be related to an issue. Survey Results on new cases and case import normally tie in to Issue Seq 1.

AI Text Summary

If enabled, the Summarize Text () icon becomes available. The feature uses AI to create a text summary that you can use to to create a new text entry. For more information and usage details, see Configuration: AI.

Text Section Menu

To open the Text tool drop-down menu, click the menu button. The following tools display on the Text section menu:

Tool	Description
Translate Text	Uses AI to translate the case text entry into another language. Available if you enabled Emplifi AI in your configuration. For more information, see Configuration: AI.
Delete Text	Permanently deletes the text.
Prep Tags	Runs the Prep Tags functionality to parse information from an Import Form and place it on the case.
Keyword Replace	Allows you to enter a shortened version of the text, and then have it automatically replaced with the full version.
Shorten URL	If you want to include a URL in your text but it is longer than you would like, choose this option and enter the full URL in the dialog box that displays.
Recommend Codes	Natural Language Processing processes the entered text and automatically fills in a reason code. This feature analyzes the text based on similar texts that have been previously entered.
Query Emplifi Knowledge	Opens the Knowledge dialogue box.
Respond to Social Media	Displays the Social Media Response window. This allows you to enter a response, send it to the Emplifi Social web service, and then post it to the social media site. This option is only available if you have Emplifi Social integrated with Emplifi Agent.