Sending Notifications

Agents can send internal messages and send multimedia messages (SMS messages, WhatsApp messages, or emails) during calls with customers.

Prerequisites

To send Huawei Cloud SMS messages, contact the tenant administrator to purchase the Huawei Cloud SMS service and complete 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, contact the tenant administrator to configure SMS message sender numbers on the Configuration Center > Access Configuration > SMS Configuration > SMS Number page.
To send conference link SMS messages:
- Contact the tenant administrator to configure SMS message sender numbers on the Configuration Center > Access Configuration > SMS Configuration > SMS Number page.
- Contact the tenant administrator to configure the Meeting_URL variable on the Configuration Center > Workbench Configuration > Notification Variables page.
- Contact the tenant administrator to create an SMS gateway message template whose Notification Type is External Notification on the Configuration Center > Workbench Configuration > Notification Template page. The SMS gateway message template must contain the Meeting_URL variable.
- Contact the tenant administrator to configure the tenant parameter Conference Link SMS Template.
To send SMS gateway messages and emails, contact the tenant administrator to configure the SMS and email gateways on the Configuration Center > Access Configuration > Gateway Configuration page.
To send WhatsApp messages, contact the tenant administrator to configure the WhatsApp channel on the Configuration Center > Access Configuration > Channel Configuration page.
You have been granted the Channel Configuration > Notification Center > Agent Send Notification menu permission.

Procedure

Sign in to the AICC as an agent.
Send an SMS message.
1. Click on the Call 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 OK.
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 next to 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 OK.
4. Send a conference link SMS 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. Enter a recipient number.
  3. Click OK.
    After the SMS message is sent successfully, the recipient can view the conference link in the SMS inbox and click the conference link to join the conference.
    
    The conference link can be used only once. If the recipient exits the conference, a new conference link SMS message needs to be sent.
Send an email.
1. Click on the Call page when answering a call or making an outbound call.
2. (Optional) Click next to 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.
3. Set Outbox to the default email address configured on the Gateway Configuration page.
4. In the Recipient text box, enter the recipient email address.
5. In the Title text box, enter a title.
6. (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.
7. Enter the email content.
8. Confirm the information and click Send.
Send a WhatsApp message.
1. Click on the Call 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 > 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 > WhatsApp Template page.
4. Confirm the information and click Send.
Send an internal message.
1. Click . On the Notification Center page, click .
  Figure 1 Send a notification
2. Configure the notification content.
  - Type: Select Internal Message.
  - Recipient: Click Recipient. In the Recipient dialog box, select recipients and click Complete.
    
    Assign the Query User and Save Employee permissions under Menu permissions > User Management > User Management > Employee to the agent who needs to send internal messages. Otherwise, the agent cannot select recipients.
  - Recipient Group: Click Recipient Group. In the Recipient Group dialog box, select recipient groups and click Complete.
  - Title: Enter a notification title. The value can contain a maximum of 200 characters.
  - Priority: Select a notification urgency level. The options are Low, Medium, High, and Critical.
  - Notification content: Enter the notification content.
3. Click Send to send an internal message.
4. (Optional) Click Save to save the internal message as a draft.