Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide/ Performing Other Agent Operations/ Sending Notifications
Updated on 2023-09-20 GMT+08:00
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Sending Notifications

Prerequisites

  • To send Huawei Cloud SMS messages, the tenant administrator has purchased the Huawei Cloud SMS service and has completed SMS configuration on the Configuration Center > Access Configuration > SMS Configuration > HUAWEI CLOUD SMS page by referring to Configuring SMS Messages. Huawei Cloud SMS requires that the server has the permission to access the external network.
  • To send SMS gateway messages, the tenant administrator has configured SMS message sender numbers on the Configuration Center > Access Configuration > SMS Configuration > SMS Number page.
  • To send SMS gateway messages and emails, the tenant administrator has configured the SMS and email gateways on the Configuration Center > Access Configuration > Gateway Configuration page.
  • To send WhatsApp messages, the tenant administrator has configured the WhatsApp channel on the Configuration Center > Access Configuration > Channel Configuration page.

Procedure

  1. Sign in to the AICC as an agent.
  2. Send an SMS message.

    1. Click on the Audio and Video Workbench page when answering a call or making an outbound call.
    2. Select Huawei SMS to send a Huawei Cloud SMS message.
      1. Click Reference Template. In the template list that is displayed, select a configured Huawei Cloud SMS template whose Notification Type is External Notification and click Complete.
      2. Confirm the information and click Send.
    3. Select Gateway SMS to send an SMS gateway message.
      1. Click Sender Number, select a sender number, and click OK.

        The sender number is added on the Configuration Center > Access Configuration > SMS Configuration > SMS Number page.

      2. (Optional) Click Reference Template. In the template list that is displayed, select a configured SMS gateway template whose Notification Type is External Notification and click Complete.

        After a template is referenced, you can modify the sender number, recipient, and variable value, but cannot modify the content.

      3. Enter the SMS message content.
      4. Confirm the information and click Send.

  3. Send an email.

    1. Click on the Audio and Video Workbench page when answering a call or making an outbound call.
    2. Set Outbox to the default email address configured on the Gateway Configuration page.
    3. In the Recipient text box, enter the recipient email address.
    4. In the Title text box, enter a title.
    5. (Optional) Click , select a local file as the email attachment, and click Upload.

      The supported file formats are DOC, DOCX, XLS, XLSX, TXT, PNG, JPG, XML, JSON, CSV, BMP, ZIP, PPT, PPTX, and PDF.

      The file size cannot exceed 10 MB. A maximum of 10 files can be uploaded.

    6. (Optional) Click Reference Template. In the template list that is displayed, select a configured email template and click Complete.

      After a template is referenced, you can modify the outbox, recipient, and variable value, but cannot modify the content.

    7. Enter the email content.
    8. Confirm the information and click Send.

  4. Send a WhatsApp message.

    1. Click on the Audio and Video Workbench page when answering a call or making an outbound call.
    2. Set WhatsApp Channel to a WhatsApp channel.
    3. Click WhatsApp Message Template, select a WhatsApp template message created on the Configuration Center > Resource Management > Online Chat Multimedia Library > Card Template > WhatsApp Template Message page, and click Complete.

      Before creating a WhatsApp template message, create a WhatsApp template on the Configuration Center > Resource Management > Online Chat Multimedia Library > WhatsApp Template page.

    4. Confirm the information and click Send.