Texts - Getting Started

The Text feature allows you to store large amounts of free-form information that cannot be easily captured in other case fields.

Text entries are commonly used to store:

• Additional notes related to a case or a specific issue

• Verbatim comments from a caller

• The body text from an email message

A text entry can be associated with a specific issue on the case or can apply to the case as a whole.

Creating a text entry

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

• On your keyboard, simultaneously 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.

Show case texts in a new window

To see the case texts in a new window (with the focus on the current case text), click the Show Case Text in New Window () icon. This opens a read-only window with the content of all the case texts.

If additional case texts are added or changed, the pop up window will not change.

Deleting text from a case

To delete text from a case:

1. Navigate to the text you want to delete.

2. Click the menu button to open the Text section menu.

3. Click Delete Text.

4. In the Confirm Deletion dialog box, click Delete.

Text fields

Text entry fields may vary depending on your organization’s configuration. The following fields are commonly used.

Texts: Inbound email processing

When a customer sends an email, Emplifi Agent can automatically create a case for that message. This includes emails sent directly by a customer or messages generated when a customer submits a form on a website.

When the case is created, the email body is typically stored in a case text entry.

Email text stored as case text is supported up to 32 KB (32,768 characters). Email messages longer than this limit are truncated.

Viewing original email formatting

When an incoming email is added to a case, the email body is stored as plain text in the case text field. In some cases, emails that contain HTML formatting, images, or complex layouts may be difficult to read in the plain-text format.

You can view the email in its original formatted layout.

To view the original email formatting:

1. Navigate to the case text entry that contains the inbound email.

2. In the Text section, click View Original Formatting.

3. A pop-up window opens displaying the email with its original HTML formatting, images, and layout.

Close the pop-up window when you finish reviewing the email. This does not modify the case text or case data.

This option is available only for case text entries created from inbound emails.

Prep tags

Emails may contain tagged information that the system can automatically extract and place into case fields. This process is called Prep tags.

Prep Tags may run automatically when a case is opened from a queue or when a case is routed through Emplifi Agent Interaction. In other cases, you may run the process manually.

To run Prep Tags manually:

1. Open the case text entry containing the tagged data.

2. Click Prep Tags in the Text section menu.

The Prep Tags process uses the case text where the cursor is located as the source of tag data. If the cursor is within an issue column and that issue contains a single case text entry, that text entry is used. If the Run Prep Tags option is enabled for an action type, the last case text entry on the case is used as the source of the tag data when the action is posted.

Prep Tag rules that populate issue columns apply the data to the issue associated with the case text that provided the tags.

• If the text is linked to an issue, the data is applied to that issue.

• If the text is not associated with an issue, the data is written to Issue 1.

• If a rule specifies a To Row greater than 1, the system writes the data to the specified issue number. If that issue does not exist, it is created using default values.

Survey results generated using Prep Tags also inherit the Company ID, Case ID, and issue sequence from the case text entry used as the source.

AI text summary

If enabled, the Summarize Text icon appears in the Text section. This feature uses AI to generate a summary of the selected text and create a new case text entry containing the summary.

For configuration details and usage instructions, refer to Configuring AI Tools.

Text section menu

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