Leave a Message

Overview

Leave a message prompts the customer to enter a few basic personal details and type a message. This generates a worklist email record in Syntelate XA that an agent can reply to in the same way that they would reply to an email sent directly from the customer.

To create a leave a message form, you need to create a leave a message gateway. A leave a message gateway is a collection of settings for specifying the following:

• The database that the chat and leave a message will be connected to.
• The database tables and fields to read and write the customer's contact details from and to when they submit information in the leave a message form.
• The agent group who will handle the emails sent by the leave a message form.

And, there are other important settings that are crucial for managing how the leave a message form works. Those settings are specified in the web chat message gateway and in the web chat configuration. The order in which to fully set up a leave a message is:

1. Create the leave a message gateway.
2. Create the web chat message gateway.
3. Configure the web chat in Web Chat Config.