Talisma Fundamentals User's Guide.book

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Working with MessagesChapter 24:Working with MessagesThis chapter introduces you to the Message Object.In this chapter• About Messages........................................................................ Page 292• The Message Window............................................................... Page 293• Working with Message-Related Tabs ....................................... Page 294• Process Flow for Messages....................................................... Page 298• Quick Reference for the Message Object ................................. Page 299291
Talisma Fundamentals User’s GuideAbout MessagesTalisma automatically creates Messages when requests are sent or received through various Media such ase-mail, chat, SMS, and phone. E-mail requests, and SMS messages (incoming and outgoing) areautomatically logged as Interactions in Talisma, and you can view the Messages contained in theseInteractions. Messages are also created when you log Interactions for Media such as letter, fax, in person,and VoIP.When a request is sent or received through the phone or chat Medium, you can view the correspondingMessage during the ongoing phone or chat session.After you log an Interaction from a phone or chat session, the corresponding Message that is now saved asan Interaction can be viewed from the relevant Interaction at a later time. While you cannot view theMessage independently, information about such Messages is available in Message-based reports.Example• John, a customer of WorldWaves, sends e-mail to the Customer SupportTeam, requesting for information about products. A Message is createdwhen the e-mail arrives in Talisma.• You belong to the Customer Support Team. A visitor who is browsingyour corporate Web site, sends a chat request. A Message is created whenthe chat request is received.• A customer makes a phone call to the WorldWaves Support Center. Thephone call is routed to a User named Jack. A Message is created when thephone call is routed.• A customer sends an SMS message to the WorldWaves Support Center. AMessage is created when the SMS message is received in Talisma.An Interaction can contain several Messages. You can locate a Message using Filters. You can open aMessage from:• The Interaction window.• The Interaction Table View.• The Chat Workspace.• The Phone Workspace.You can only edit custom Properties in a Message window.Messages in the Inbox WorkspaceDuring the deployment of Talisma, if the option is set for the Inbox Workspace to receive Messageswithout Character Sets, Users can select Character Sets, and resume the threading of the Messages.NoteYou can also create Messages manually, using Talisma SDK. See Talisma SDKHelp for more information.292
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© 2008 Talisma® Corporation. All
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ContentsSetting Table View and Filt
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Talisma Fundamentals User’s Guide
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Getting Started with TalismaThe def
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Getting Started with TalismaUpdatin
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Getting Started with TalismaIf the
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Managing Talisma ProfilesChapter 2:
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Managing Talisma ProfilesAdding a P
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Managing Talisma ProfilesThe select
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Understanding TalismaChapter 3:Unde
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Understanding TalismaThe Target Obj
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Understanding TalismaHealth Check O
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Understanding TalismaUnderstanding
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Understanding TalismaComparison Ope
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Understanding TalismaAbout the Adva
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Understanding TalismaComputing Valu
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Understanding TalismaUsing Shortcut
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Tabs in Talisma WindowsChapter 4:Ta
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Tabs in Talisma Windows4. From the
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Tabs in Talisma WindowsThe Web TabT
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Talisma Fundamentals User's Guide.book

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