Smart Text Editor
Use the Smart Text Editor tile of Syntelate Studio to configure smart text for chat.
Concepts
To use smart text, you’ll need to understand the following concepts.
Smart Text
Smart text is text that an agent can quickly insert into a chat, for example Goodbye and thank you for contacting us. Each piece of smart text consists of a code, a title, and text.
| Element | Description |
|---|---|
| Code |
A unique identifier for the smart text. If agents know this code, they can type it into the text box in Syntelate XA to quickly insert the smart text. Syntelate XA makes smart text suggestions as soon as the agent starts typing, which means agents don’t have to type the entire code. |
| Title |
A title for the smart text. This is displayed to agents when they open the Smart text menu in Syntelate XA. It should be something that helps agent to find the right smart text. |
| Text | The actual text that is sent to customers when agents use this smart text. |
EXAMPLE
Customers frequently contact Inisoft Travel to ask about their baggage allowance. To help agents on a chat quickly reply to such questions, Jack at Inisoft Travel adds the following smart text:
- Code: BAGGAGE
- Title: Baggage URL
- Text: You can find general advice on baggage at :url:http://inisoft.com/baggage:endurl:.
When agents use this smart text, the following text is sent to customers:
You can find general advice on baggage at http://inisoft.com/baggage.
Smart Text Groups
A smart text group defines all the smart text that is available to an agent dealing with a particular topic (chat gateway).
EXAMPLE
Inisoft Travel have two web chat topics:
- Personal Travel
- Business Travel
Bob creates two smart text groups, which he calls Personal Travel and Business Travel, and assigns each to the corresponding web chat topic.
This means that, when an agent handles a personal travel web chat, for example, they’ll be able to use all of the smart text in the Personal Travel smart text group.
Note: You can assign a smart text group to different chat groups so that smart text designed for a specific business stream, such as sales, will only show to agents handling sales chats. You can do this by using the
Smart Text Categories
Smart text categories let you arrange smart text for agents.
Smart Text in Syntelate XA
Here’s how smart text is presented to agents in the Smart text menu of Syntelate XA:
In Syntelate Studio, each smart text entry can be assigned to one or more categories and to one or more groups. This encourages re-usability, making smart text easier for you to maintain.
EXAMPLE
At Inisoft Travel, the Thanks for getting in touch. Have a great trip! smart text is assigned to one category (Sign-off) and to both smart text groups (Personal Travel and Business Travel).
As a result, both the Personal Travel and Business Travel web chat topics have a Sign-off category that includes this smart text.
If Jack ever needs to update this smart text, he only has to do so once. The updated smart text is then available to all agents on web chat (whether Personal Travel or Business Travel).
Refreshing the Web Server
After editing smart text / a group / a category, your changes should take effect from your agents’ next chat.
If they do not, then click 
from the Smart Text / Smart Text Groups / Smart Text Categories page to refresh the web server.
Tasks
Click a task for step-by-step instructions: